FAQ Guide for Merchant Websites
Minimum FAQ content guide that must be available on your merchant website before submitting iPaymu verification.
One of the requirements for iPaymu merchant website verification is having an informative and publicly accessible FAQ (Frequently Asked Questions) page. This page helps the verification team understand your business and assess integration eligibility.
Required Before Verification
Ensure your FAQ page is live and publicly accessible before submitting for verification. A missing or incomplete FAQ may cause your verification to be rejected or delayed.
Below are the minimum questions that must be answered in your website's FAQ:
1. What services does this company provide?
Briefly explain:
- Your company's line of business
- Products or services offered
- Key benefits provided to customers
Example:
"We provide professional graphic design services for small and medium business branding, including logo creation, digital banners, and printed promotional materials."
2. Are the services or products offered legal?
Explain:
- Legal status of your business (registered, licensed, or in process)
- Business license number or relevant certifications (if any)
- Compliance with applicable regulations in Indonesia
Example:
"Our business is legally registered in Indonesia with a NIB (Business Identification Number) and operates in accordance with applicable laws and regulations."
3. How do customers place an order or use the service?
Explain the steps customers must follow to:
- Purchase products or use services
- Complete checkout and payment
- Receive order confirmation
Example:
"Select the desired service → Fill in the order form → Complete payment using an available method → Receive order confirmation via email."
4. How does the company protect customer data?
Explain:
- Your company's commitment to customer data security
- What data is collected and how it is used
- The existence of a Privacy Policy (and link to that page if available)
Example:
"Customer personal data is stored securely and is not shared with third parties without consent. Read our full Privacy Policy."
5. How can customers contact the company?
List all official communication channels, including:
- An actively monitored email address
- WhatsApp or phone number (if available)
- Official social media accounts (if available)
- Customer service operating hours
Example:
"Contact us via email: store@example.com or WhatsApp: 0812-xxxx-xxxx. We are available Monday–Saturday, 09:00–17:00 WIB."
Tips for Passing Verification
- FAQ answers must be specific to your business — avoid overly generic answers or copy-paste templates without customization.
- Ensure all listed contact information is active and reachable.
- A well-written FAQ demonstrates business credibility to the iPaymu verification team.