Payment system

Receiving payments for your sales

How do I receive payments for my orders on Ankorstore?

To receive payments, you must complete your payment set-up in your brand back office under Payment set-up. Until your account is fully verified, no payouts can be processed.

Payment is triggered differently depending on how you ship your orders:

Shipment with Ankorstore carrier or Fulfilment service

After the order is shipped with our shipping partner, your payment will be processed once the retailer has manually confirmed receipt, or automatically if it has been 6 days since the carrier confirmed delivery. Retailers have 6 days to report a problem after delivery.

Shipment with your own carrier

If the shipment was made with your own carrier, payment will only be processed after confirmation of receipt by the retailer. To speed up the payment process, always add the tracking link of your carrier to the relevant order.

In both cases, payment is triggered 2 days after the confirmation of order reception and the generation of the final invoice.

How do I complete my payment set-up?

Go to Account settings → Payment set-up and follow the steps. You will need to provide your IBAN and complete a KYC (Know Your Customer) verification.

Can I update my IBAN for receiving payments?

Your payout IBAN cannot be updated directly from your back office. To update it, please contact our support team who will process the change for you.

Service fees payment set-up

Why do I need to set up a payment method for service fees?

Ankorstore charges service fees monthly via direct debit. You'll be debited every month for all the services you benefit from. Please make sure your payment method is valid to ensure the continuity of your services.

How do I set up my service fees payment? (EU brands)

Go to settings → Payment set-up and complete the "Set-up recurrent payment (SEPA)" form:

1. Enter the name on your bank account and your email address

2. Enter your IBAN

3. Accept the User Bank Account Debit Authorisations and Ankorstore General Terms of Use

4. Click Confirm mandate

This can be done entirely in self-service - no need to contact support. You can also update your IBAN at any time from the same page.

I am based in the UK - how do I set up my service fees payment?

SEPA direct debit is not available for UK-based brands. Instead, your service fees are charged via bank card. To set up or update your card details, please contact our support team who will update your account accordingly.

I see a "Connection failed: try again" error when submitting my SEPA mandate - what should I do?

Please re-submit the form - the error is usually temporary. If the issue persists after several attempts, contact our support team.

What happens if my service invoice is not paid?

If a service invoice remains unpaid, the following recovery process is triggered:

1. Warning notifications - you will receive reminders by email and see alerts directly in your account (payout page, order page and Brand Control Center task list)

2. 3 recovery emails are sent progressively - the third one warns that if your situation is not resolved within 7 days, all payments related to your orders will be suspended immediately without further notice

3. Payout withholding or debit - if the invoice remains unpaid after the recovery process, you will receive a notification email confirming the block of your payouts. Ankorstore reserves the right to either withhold your sales payouts until the outstanding amount is settled, or debit the outstanding amount directly from your next payout

What should I do if I received a recovery email but I have already paid?

Contact our support team at ankorstore-payment@ankorstore.com with proof of payment. Our team will verify and update your account status.

What should I do if I cannot pay my service invoice?

Contact our support team as soon as possible. We recommend not waiting for the recovery process to escalate - our team can help find a solution before any action is taken on your payouts.

KYC verification

Why do I need to complete a KYC verification?

KYC (Know Your Customer) verification is a legal requirement to process payments and to activate your brand on the platform. Two verifications may be required: one for your payout account, and one by Aria (our payment partner) as part of your brand onboarding.

Why was my document rejected?

The most common reasons are:

• Poor scan quality - document must be fully visible, uncut and not blurry

• Expired document - only valid, in-date documents are accepted

• Name mismatch - must exactly match your registered company name

• Wrong document type - check the specific requirements for your profile below

What documents are required?

I am a sole trader and cannot provide the documents requested - what should I do?

Contact our support team. Our team will escalate to Aria to find an alternative solution and update your account status manually in the meantime.

How long does KYC verification take?

Standard verification takes 1 to 3 business days once all documents are correctly submitted. If it takes longer, check that all required documents have been uploaded and are valid. If the issue persists, contact our support team with your brand name and country.