How can we help you?
Merchant should base on “Transaction Successful” status displayed on that payment record in order to confirm the payment process is completed. Payment after deduction of service fee will be transferred automatically to your company’s bank account 3 working days (T+3) after the transaction.
In most cases, it will not be happened and transaction will be completed in few seconds. The transaction can be failed with a number of reasons:
The customer is not using the proper app for payment
Solution: Hong Kong users should use the app connected with HK wallet (e.g. AlipayHK & Alipay App are different apps for HK users & mainland users respectively. HK users cannot pay for the restaurant by spot payment with Alipay (Mainland) App. They must use AlipayHK app.
The customer shows a wrong QR code
There are personal QR code and payment QR code. Please make sure the customer is showing the payment QR code.
The payment QR code expired
If the payment QR code loads for more than 1 minute, the customer can try to reload payment QR code on app.
The customer has not entered the payment password
If the transaction amount exceeds HKD 500 dollars, or customer scans merchant’s collect QR code to pay, customer must enter their payment password in their wallet app before payment completed under these situations. To confirm the payment process is completed, merchants must make sure “Transaction Successful” screen is shown on Openrice Biz app.
The customer’s account has insufficient funds, exceeded transaction limits or other issues
Please try to make the payment again by other payment methods.
No. Merchant or customer only needs to enter the amount in Hong Kong Dollars for transaction, e.g. HKD$100. The amount will be calculated in customer’s app in RMB and display on customer’s wallet. Merchant will receive the payment amount in Hong Kong Dollars after the service fee has been deducted.
Merchant can use OpenRice Biz App for payment normally and manual clearance is not needed for mobile wallet payment (e.g. Alipay / WeChatPay). There is no clearing threshold, but if the daily total transaction amount keeps very little (such as only a few dollars in total), the system may automatically report to OpenRice. We may contact the merchant to check the reasons.
Please contact OpenRice service hotline. We will provide the simple form to be filled by the merchant. The lead time will be around 1 week upon submission.
No, however, Corporate Admin or Finance level user accounts may download settlement report through OpenRice Biz platform: https://merchant.openrice.com
Please refer to below:
User Guide: http://biz.openrice.com/info/userguide/hk/en/app-spot-payment.html
- 按左上角三條橫線打開選單
- 選擇「收款紀錄」
- 到「信用卡」頁面
- 按「信用卡清機」
- 輸入「清機密碼」，預設密碼為000000。成功清機後會自動打印已結算金額以作紀錄
