# Checkout FAQ

### Table of Contents

* Getting Started
* Wallet & Withdrawals
* Refunds & Chargebacks
* Payment Methods & Fees
* Identity Verification
* Legal, Age, and Compliance
* Technical & Miscellaneous

***

### Getting Started

#### What is Tebex Checkout?

Tebex Checkout is a fully managed payment platform. You don’t need your own PayPal or Stripe account—Tebex handles all payments, chargebacks, and taxes as the **Merchant of Record**.

Watch the Tebex Checkout video guide

{% embed url="<https://www.youtube.com/watch?v=rNzSoRH0So0>" %}

***

### Wallet & Withdrawals

| Method            | Min. Withdrawal | Avg. Time         |
| ----------------- | --------------- | ----------------- |
| **PayPal**        | $5 USD          | 1–2 business days |
| **Bank Transfer** | \~$20 USD       | Up to 7 days      |
| **Wire Transfer** | \~$50 USD       | 5–10 days         |

* Withdrawals may be **reviewed**, adding 1–2 business days
* New payout methods have a **5-day lock**
* Only one withdrawal per 24-hour period

#### Why can't I withdraw funds I see in my Wallet?

Payments must **fully settle** before they become available for withdrawal.\
➤ See your [settlement timeline](https://server.tebex.io/payment-methods)

***

### Refunds & Chargebacks

#### How do I issue a refund?

1. Go to **Payments**
2. Locate the transaction
3. Click **Refund** (yellow button)

⏳ Refunds may take up to **14 business days** depending on method.

> ⚠️ PayPal payments **over 180 days** cannot be refunded.

#### What happens if I receive a chargeback?

Tebex handles all chargebacks under Checkout. If one is lost, **you keep the funds** (under Seller Protection). No action is required unless we contact you.

***

### Payment Methods & Fees

* **All payment processing is handled by Tebex**
* Additional methods (e.g., Paysafecard) require approval
* Tebex is regularly expanding payment method options

#### Does Checkout support Paysafecard?

Yes, with prior approval.\
Read: [Paysafecard criteria & application](https://docs.tebex.io/creators/tebex-checkout/broken-reference)

***

### Identity Verification

Tebex only requests ID when needed for **KYC (Know Your Customer)** compliance.

| Required Docs        | Examples                     |
| -------------------- | ---------------------------- |
| **Government ID**    | Passport, Driver’s License   |
| **Proof of Address** | Utility bill, bank statement |

Under 18? A parent or guardian must register the account.\
➤ [Read our terms](https://docs.tebex.io/creators/tebex-checkout/broken-reference)

***

### Legal, Age, and Compliance

#### Can I pay my teammates or staff from my wallet?

**No.** Your payout method must be **owned by you**.\
Violating this will lead to **account lock** under Hyperwallet’s terms.

#### Should I charge VAT to Tebex?

No. Tebex purchases the right to sell your goods as a business-to-business transaction under **reverse charge VAT** rules.

***

### Technical & Miscellaneous

#### Why are customer prices different by region?

Tebex automatically adds VAT or local sales tax based on the customer’s location.

#### Why did my withdrawal fail?

This typically occurs due to incorrect bank or PayPal details.\
Funds are returned automatically, or bounced by PayPal after 30 days if undeliverable.

> ⚠️ Tebex cannot retrieve funds sent to a **valid but incorrect PayPal email**.

**Why am I seeing a sponsored offer on my order confirmation page?**

This will be our [Tebex Offers feature](https://docs.tebex.io/creators/tebex-control-panel/engagement/offers) - designed to give you the opportunity to unlock a new revenue stream.

**Customers can purchase multiple subscriptions on my monthly subscription package at the same time, why?**

Set a [User Limit of 1 purchase per Month](https://docs.tebex.io/creators/tebex-control-panel/how-to-create-packages/how-to-create-a-package#step-4-set-purchase-limits-optional) to stop this, otherwise customers can purchase a subscription as often as they like.