Common questions

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BigCommerce App 1.0

Introduction

Install the Digital River app

Configure the BigCommerce settings

Common questions

Find answers to common questions.

Pricing and Fees
What fees are associated with the gateway?
​Contact the Digital River Sales team for information.
Account Eligibility
What currencies and countries does the payment gateway support?
The store must be based in one of the following countries: CA, GL, PM, TC, US, AD, AT, BE, DK, FO, FI, FR, DE, GB, GR, IE, IS, IT, LI, LU, MC, NL, NO, PT, SM, ES, SJ, SE, CH, VA, AL, BY, BG, HR, CZ, EE, HU, KZ, LV, LT, MK, PL, RO, RU, RS, SK, SI, TM, TR, UA, UZ, AF, AZ, DZ, BH, BA, CY, ET, EG, IL, IQ, JO, KE, KW, LB, LS, LY, MR, MT, MA, NG, OM, PK, QA, RE, SA, SL, ZA, TA, TN, AE, YE, AR, BO, BR, CO, CL, CR, DO, EC, GF, GT, HN, MX, NI, PA, PY, PE, PR, SV, TT, UY, VE, AU, AS, BV, IO, NZ, JP, CN, CX, CC, CK, GU, HM, HK, KI, MO, MH, FM, NU, NF, MP, NP, PN, GS, LK, IN, BD, KR, TW, TK, TV, UM, SG, BN, ID, TL, PH, MY, MY, KH, LA, MM, TH, VN
The selected payment method determines the supported currencies.
What items are restricted for merchants to sell?
For a list of allowed goods, see Tax codes.
Transactions 
After I create an account, what is the waiting period before I can process transactions?
Assuming the following statements are true, you can start accepting payment on your store through Digital River immediately:
You are on a BigCommerce paid plan.
The Digital River Payments, Fraud, Tax & Compliance Management app is installed on your store.
You created a Digital River account.
Digital River has passed your certification. You will work with a Digital River Project Manager to set a timeline launch, including scheduling Checkout Certification.
How long until the funds are transferred to my bank?
Contact Digital River for more information. Details will be provided in your Digital River contract.
Will I or my customers receive an additional email or invoice from the payment gateway?
BigCommerce sends the invoice email. Digital River does not send the invoice email.
Orders
How do I troubleshoot an order?
See Troubleshooting Orders.
Refunds
How soon after a transaction can I perform a refund?
See Issuing Refunds.
Is there an amount of time after which I cannot perform a refund?
 See Issuing Refunds.
What are the limitations around refunds?
Once you apply an order level refund, you may then only refund the remaining order amount afterward. If you Refund individual items at this point, you will receive an error. 
If you want to issue a refund for fees, or importer of record (IOR) tax and duties for cross-border orders, you must initiate this refund from within Digital River.
Does the integration support multiple shipments to the same location?
Yes.
Does the integration support multiple shipments to different locations?
No. Digital River only supports multiple shipments when shipping all items on the order to the same location. Digital River only supports one tax calculation per order. As a result, Digital River does not support shipping multiple items from a single order to different locations. That’s because each location applies taxes differently.
Does the Digital River payment integration automatically check if I have the correct app installed?
Once you download the Digital River app from the marketplace, Big Commerce will display all the relevant settings for the storefront. If you do not configure the app settings and ONLY configure the payment settings, there is no additional validation that will flag the store admin that something was not set up for the app to work.
Additional Features 
Are there any fraud filtering options available?
No. Fraud filtering is done automatically by Digital River. See Fraud prevention and security.
Does it allow authorize-only or recurring/subscription payments?
Authorize-only is supported. Subscriptions are not supported.
Troubleshooting and payment disputes
Why did my client receive an error when trying to pay?
 See Digital River’s Error handling.
How are payment disputes handled?
Digital River will handle chargebacks. Other payment disputes (that is, damaged product on delivery) will need to be handled by the merchant. 
During the implementation process with your Digital River project manager, you will be set up with access to the Solutions Center and introduced to your Digital River direct contacts.
How do I contact the payment gateway’s support?
To find contact information, click Support.
Can I use my VAT ID in order to get a tax exemption?
No. The integration does not support VAT ID.
 