Taking card payments on your online store involves three parties. Each one owns a different piece, and knowing which piece is which is the fastest way to get an answer when you have a question.
The three roles
Your store platform runs the store. Your products, prices, cart, checkout page, shipping, customer accounts, order records, and store emails all belong to your platform. On a WooCommerce store, that is WordPress and WooCommerce.
WeeConnectPay provides the payment integration. Our app is what connects your Clover account to your store. It adds the card payment option to your checkout, sends each payment to Clover, brings the result back onto your order, lets you refund from your store, and keeps order, transaction, and customer data in step between your store and Clover. That is the scope described in the WeeConnectPay End-User License Agreement, published on our documentation site.
Clover processes the money. Clover authorizes the card, moves the funds, and settles them to the merchant account you hold with Clover. Your relationship with Clover is set by your Clover merchant agreement, and your Clover account is also where your billing lives.
Where your question belongs
| Your question | Who owns it |
|---|---|
| The card payment option is missing at checkout, or a payment is failing there | WeeConnectPay |
| A refund started from your store did not complete | WeeConnectPay |
| Connecting or reconnecting your Clover account to your store | WeeConnectPay |
| Taxes in your store and in Clover reporting do not line up | WeeConnectPay |
| Stock or product details moving between your store and Clover | WeeConnectPay |
| When your money arrives and how much of it (deposits and payouts) | Clover |
| A customer disputed a charge (a chargeback) | Clover |
| Your monthly Clover bill, your processing rates, or your merchant agreement | Clover |
| Opening a Clover merchant account | Clover, and you can submit a request through WeeConnectPay |
| Products, cart, shipping, taxes as your store calculates them, themes, other plugins | Your store platform |
| Your store is slow, down, or erroring outside checkout | Your store platform or your host |
Why money questions go to Clover
Clover holds the merchant account, so Clover is the party that authorizes each card, moves the funds, and answers for how and when they arrive. A dispute raised by a cardholder is handled between the card issuer and Clover under that same agreement.
Billing works the same way. Two separate things appear on your monthly Clover bill: Clover's own payment processing fees, set in your Clover merchant agreement, and WeeConnectPay's fees, which Clover collects on our behalf. Anything specific to your account's numbers, rates, or a line you do not recognize on that bill is a Clover question. How our own plans and per-transaction fees are structured is covered in WeeConnectPay fees on your Clover statement.
Why store questions go to your platform
Your platform calculates your totals and your taxes, decides what your checkout page looks like, and stores your orders. WeeConnectPay reports what your store calculated and records the payment result back onto the order. So when a total, a tax amount, or a shipping charge looks wrong before any card is entered, that is a store configuration question, and your store settings are where it gets resolved.
How to reach us
Email support@weeconnectpay.com. Include your store address and the order number, and we can trace exactly what was sent for that payment and what came back.
If the answer turns out to belong to Clover, we will tell you plainly rather than leave you waiting.