# How it works

Processing Ratepay orders with PAYONE
## Checkout

`authorization`

When a shopper selected Ratepay's payment method, we do several velocity and fraud checks. Based on their results we accept or decline the transaction. There is no status like **PENDING**. In case of **SUCCESS**, you can start fulfilling the purchase order immediately.

## Shipping and invoicing

`capture`

We can generate the invoice on behalf of you whenever we get a capture call. We expect capture calls in parallel to each (partial) shipment.

**Do not capture immediately, as this may resume in pre-payments and dunning letters due to long delivery periods.**

If you like to print the invoice on your own, please check the legal requirements at [Customer Correspondences](/docs/legal/a_legal_requirements_for_the_integration/customer_correspondences/customer_correspondences/)

### Contact Details

For the best customer experience, we provide several contact details to the shoppers at the bottom of each correspondence.

**Questions about payment**

- Ratepay's e-mail address
- Ratepay's phone number (incl. service hours and charges which may apply)
- Link to the Ratepay self-service portal myratepay.com


**Questions regarding the order**

- Your service e-mail address
- Your phone number (incl. service hours and charges which may apply)


## Payment terms

If the shopper chose to pay by

**Open Invoice**
they will have 14 days to complete the payment.

**SEPA Direct Debit**
the order amount will be debited to their bank account 3 days following capture.

### Dunning stroke

| Day (Open Invoice) | Day (SEPA Direct Debit) | Day (Instalment) | Event | Dunning stroke |
|  --- | --- | --- | --- | --- |
| 0 | 0 | 0 | `/capture` |  |
| 14 | 3 | 14 | Due Date | 0 |
| 21 | 10 | 21 | Payment reminder via e-mail | +7 days |
| 35 | 24 | 35 | 1st dunning letter via e-mail | +14 days |
| 49 | 38 | 49 | 2nd dunning letter via snail mail | +14 days |
| 58 | 47 | 65 | debt collection | +9 days (+16 days in case of Instalment) |


## Customer Service requests

`complete cancellation`

capture with amount = 0, capturemode = completed

`partial cancellation`

capture <item2> (amount = 0, capturemode = completed)

`refund`

complete/partial

On myratepay.com shoppers can fill out specific contact forms to trigger cancellations, refunds and other more individual actions.

Those customer requests will be forwarded to you via e-mail. You then need to trigger the actual payment modification requests via PAYONE.