Frequently Asked Questions
Common questions you need to know and their easy-to-understand answers
1. Merchant Onboarding
1. How do I apply to become a Shamadhan Merchant?
Applications can be made through the Shamadhan Merchant App or an authorized distributor.
2. What documents are required to become a merchant?
National Identity Card (NID), photo of the shop, Trade License (if available), bank account, etc. (Discussion required because we need more paper for onboarding aspect)
3. How long does it take for a merchant account to become active?
Usually 24–48 hours. (Update Communication required)
4. Why was my application rejected?
It may be rejected if documents are incorrect, fake or incomplete.
5. What is a Merchant ID?
It is the unique identification number of your shop.
6. How do I get a QR code?
Shamadhan will provide the QR once the account is activated.
7. Can multiple QRs be used in one shop?
Yes, multiple QRs can be issued if necessary.
8. From where can I download the Merchant App?
From Google Play or the App Store.
9. Can the name of the shop be changed?
Yes, it can be done if a new Trade License is obtained.
10. Can the bank account be changed?
Yes, a request must be made from the owner with new bank information.
11. Are separate accounts required for multiple shops?
Yes, there will be a separate Merchant ID for each shop.
12. Can a merchant account be closed?
Yes, it can be closed upon written request.
13. Can a merchant account be temporarily suspended?
It can be done through the Shamadhan Support Team.
14. What should I do if I forget the Merchant ID?
It can be recovered by contacting the hotline.
15. Can a merchant account be opened in a personal name?
Yes, it can also be done for personal businesses (PRA).
2. Payment & Transaction
16. How will the customer pay?
By scanning the QR or using the merchant number.
17. How do I accept QR payments?
The customer will scan the QR and pay the money.
18. How will I know if a transaction is successful?
An instant notification will appear in the app.
19. An instant notification will appear in the app.
Inform Support (HOTLINE) with the Transaction ID.
20. Can a transaction be cancelled?
No, but it can be refunded.
21. How do I issue a refund?
Through the Merchant App or Support (HOTLINE).
22. Where can I see the transaction history?
In the Transaction List section of the Merchant App/Portal.
23. Can I get a daily sales report?
In the Transaction List section of the Merchant App/Portal.
24. Can I get a monthly report?
Yes, in the Transaction List section of the Merchant App/Portal.
25. What is the transaction limit?
According to the limits set by the government (Or Bangladesh Bank).
26. What should I do if money is sent to another merchant by mistake?
An application must be made for a refund.
27. What happens if a transaction fails?
The money will be returned to the customer’s account.
28. Can payments be taken while offline?
No, the internet is required.
29. Why is the QR not scanning?
It could be due to internet or camera issues.
30. What happens if a customer pays multiple times?
Each transaction will be considered separate, but maximum limits will apply.
3. Settlement / Receiving Money
41. When will I receive the money from my sales?
Usually T+1 or at the designated time.
42. How many times does settlement happen in a day?
One or more times a day according to policy.
43. How long does it take for money to reach the bank?
Usually a few hours to 24 hours.
44. Where can I find the settlement report?
In the Merchant App/Portal.
45. What should I do if the money does not reach the bank?
Contact the hotline.
46. Will settlement happen on Fridays or holidays?
No, on the next working day.
47. Where can I see my total balance?
In the Merchant App/Portal.
48. Why has a partial settlement occurred?
Some transactions might be in process.
49. What happens if a settlement fails?
It will be processed again.
50. What happens if the bank account is incorrect?
Settlement will be re-processed after correction.
4. Charges / Commission
61. How much is the merchant charge?
According to Shamadhan’s designated MDR.
62. Is there a charge for QR payments?
Charges may apply.
63. Is there a charge for withdrawing money to the bank?
According to your bank’s rules.
64. Is there a monthly fee?
Generally no.
65. Are charges deducted for refunds?
Depends on Shamadhan Policy , but generally no.
66. Will charges decrease for large merchants?
According to the agreement with Shamadhan.
67. Where can I see the charges?
In the merchant agreement or App/Portal.
5. Technical Issues
76. I cannot login to the app.
Reset the password, or reinstall the app.
77. OTP is not arriving.
Check the network.
78. The app is hanging.
Update or restart the app.
79. Can the app be used on a new phone?
Yes, you must login again.
80. I forgot the password.
Use “Forgot Password.”
81. The QR is lost.
A new QR can be issued (Conditions apply).
82. Transaction history is not showing.
Check the internet or app updates.
6. Security & Fraud
91. What should I do if a transaction is suspicious?
Report immediately to Shamadhan Support (HOTLINE).
92. What if someone else uses my QR?
Inform Support (HOTLINE) and block it.
93. What should I do if more money arrives by mistake?
A refund must be issued.
94. The customer claims to have made the payment.
Verify the Transaction ID.
95. What should I do if I am defrauded?
File a GD (General Diary) at the nearest police station.
96. Will Shamadhan help if fraud occurs?
Yes, they will investigate and take action.
97. Will I receive AML/CFT training?
Our sales team will arrange awareness programs for you.
98. Is my app or portal secure?
Yes, but keep an antivirus installed on your laptop or computer.
99. What should I do if someone asks for my login ID or password?
Never share them. Shamadhan never asks for passwords or OTPs.
100. What should I do if an unknown link or SMS arrives?
Do not click on suspicious links and report them to Shamadhan Support.
101. What should I do if someone identifies themselves as a Shamadhan representative and asks for info?
Verify their ID card and contact the hotline if necessary.
102. What should I do if my mobile is lost?
Immediately inform Shamadhan Support and temporarily block the merchant account.
103. Can I let someone else use my Merchant App?
No, only authorized users can use it.
104. What should I do if there is a suspicious large-sum transaction?
Verify the transaction and report to Support (Hotline) if necessary.
105. What precautions should I take as a merchant to avoid fraud?
Do not share OTPs or passwords, use only the official app, and check transactions regularly.
106. What if someone takes a picture of the QR code and uses it elsewhere?
Inform Support (hotline) and request the issuance of a new QR code.
107. What should I do in case of a suspicious customer?
Do not provide goods or services until the payment is confirmed.
108. Can a transaction screenshot be considered as confirmed payment?
No, payment is only confirmed when a successful transaction is shown in your Merchant App.
