Order Investigation Guidelines
Note: This Order Investigation Guidelines is a general reference intended to be used only for institutions/merchants to understand the basic background, process, requirements, risk control measures, and operation methods of order investigation. Actual order investigations are subject to the specific requirements that may be made by Weixin Pay.
I. Background of Order Investigation
To comply with applicable laws, regulations and/or the requirements of business partners, Weixin Pay will conduct random order investigations and spot checks on Weixin Pay transactions on a monthly basis. In addition, Weixin Pay may initiate order investigations should it find potential risk with respect to merchant’s business scope, transaction or other factors. Therefore, institutions/merchants may receive different types of order investigation requests, all of which will be sent through Weixin Pay Merchant Platform. When the order investigation request is sent, a notification email will be sent automatically by the system. After receiving the notification email, the institution/merchant should log in to the Weixin Pay Merchant Platform and reply in accordance with the order investigation request.
II. Order Investigation Process
III. Order Investigation Requirements
1. Content of order investigation: Response should be provided in accordance with the order investigation requirements as set forth in the Weixin Pay Merchant Platform, which generally should include three main categories, namely merchant information, business model, and transaction information.
2. Time of order investigation: The institution/merchant should respond within the time specified in the Weixin Pay Merchant Platform.
3. Description of the order investigation fields:
*Different types of order investigation require different response, the details of which are subject to the specific order investigation requirements. Set out below are the instructions for filling in all the order investigation fields:
| Name of Order Investigation Field | Instructions for filling in Order Investigation Field |
|---|---|
| Company Name | Fill in the company name, which must be consistent with that on the registration certificate. If not, please describe the condition and reason for the inconsistency. |
| Company Registration Address | Fill in the company registered address (or actual business address), which must be consistent with the relevant information on the registration certificate. |
| Copy of Registration Certificate | Provide the company’s registration documents: Documents must be in the form of PDF or pictures. Pictures must be clear and unobstructed. Certificates must be within the period of validity. |
| MCC Code | Fill in the MCC code, which should be consistent with the industry type of Weixin Pay business cooperation. |
| Corporate Representative Name | Fill in the name of the authorized signatory of the company. |
| Type of ID | Fill in the certificate type |
| ID No. | Fill in the certificate No |
| ID Document | Provide a copy of the certificate |
| Company Address Proof | Provide documents containing the company's name and address, e.g., the company's bank statement, utility bill, and other documents having comparable evidentiary effect issued by a creditworthy third party; |
| Business Type | Select a business type from the drop-down options: Online, Offline, and Online and Offline |
| Business Content | List the main business scope of the merchant |
| Business Model Description | Describe the sales mode of goods, such as website, store, or customer recommendation. |
| Website | The merchants who conduct online transactions should provide the following information (at least one):official website, WeChat official account, mini program, link to download APP store. The online channel provided by the merchant should be available to purchase goods or services through random test, and the name of the cash register must be consistent with the merchant name. |
| Official Account | |
| Mini Program | |
| APP Download Link | |
| Photos of Business Place | When merchants selects the Offline or Online and Offline option, the following must be provided: (1) An exterior picture of the store (the company or store name must be visible); (2) A screenshot of the store location on Google map; (3) Real scene in the store (displaying relevant information that can prove the merchant (such as company name, trade name, etc)); (4) Information about the business scope of the merchant (e.g., warehouse, goods sold in the store, and the service content provided by the merchant). |
| Order Payer Info | Provide the name of the payer in the specific transaction |
| Payment Method | Select a payment method from the drop-down options: Online, Offline, and Online and Offline |
| Transaction Time | Fill in the time of transaction |
| Transaction Amount | Fill in the amount of transaction |
| Transaction Amount in Functional Currency | Fill in the specific transaction amount in local currency |
| Transaction Category | Fill in the category of the transaction, such as cosmetics and clothing, etc. |
| Transaction Quantity | Fill in the quantity of the transaction goods, e.g., the quantity of goods purchased through this order |
| Products sold | Fill in detailed description of the goods involved in the transaction: (1) For industries with high unit prices such as jewelry, watches, bags, digital products, top-brand skin care products/clothes, and medium and high-end hotels, specific brand information must be filled in, for example, the order includes two Chanel backpacks and two LV handbags; (2) Fill in "tuition fee" if payment for studying abroad is involved; (3) For other categories, you are advised to fill in the specific brand name and item name, e.g., Oreo biscuits and McDonald's hamburgers; (4) If the quantity of goods in the transaction obviously fails to conform to the regular purchase quantity, the detailed reason must be supplemented, e.g., 50 Chanel backpacks are purchased due to gift distribution at a family gathering. |
| Transaction Country | Please fill in the registered country of the sub-merchant |
| Transaction IP | Please fill in the IP address of the merchant's location |
| Delivery | Please select a logistics option: Yes or No If Yes is selected, the logistics company name and logistics order No. must be filled in |
| Delivery Company Name | |
| Tracking No. | |
| Logistics Delivery Time | |
| Logistics Delivery Place | |
| Logistics Receipt Place | |
| Logistics Consignee | |
| Logistics Voucher | Provide a screenshot of logistics voucher/logistics trajectory: Acceptable vouchers must be in PDF form or pictures; Pictures must be clear and unobstructed; Vouchers must contain logistics company name, logistics order number, delivery time, pick-up place, destination, and name or contact information of the receiver; Acceptable voucher types include purchase contract, transport document issued by the logistics company, and the delivery bill containing the value of the goods. |
| Logistics Trajectory Screenshot | |
| Proof Document | Provide transaction voucher: Acceptable transaction vouchers must be in PDF form or pictures; Acceptable transaction voucher types include invoice, sales slip, receipt, payment notice, contract, agreement, order background screenshot, etc.; Transaction vouchers need to contain relevant transaction information such as time, name and quantity of goods; Vouchers must be clear and important information must not be blocked. |
IV. Risk Control Measures
1. In case responses is not received within the specified time in accordance with the order investigation requirements, risk control measures such as warning, limitations on transaction, and suspension of payment permission may be imposed on the institution/merchant.
2. If it is found through order investigation that the institution/merchant has violated applicable rules, such as operating out of its business scope, or has abnormalities, the merchant will be subject to risk control measures such as warning, limitations on transaction, and suspension of payment permission in accordance with the management regulations of Weixin Pay.
V. Operation Instructions
1. Logging in to the Weixin Pay Merchant Platform:
https://pay.weixin.qq.com/index.php/public/wechatpay_en > Institution, and then click Risky Merchant Management to enter the order investigation operation interface. An example of the relevant interface is as follows.
Note: The system displays data of the last three months by default. Due to system switching, the new system contains only data from August 2021. To learn more information, contact Weixin Pay Assistant via email
(wechatpayglobal@tencent.com).
2. Submitting materials
a. For risk management operations that require submitting materials (Action Taken is Track down sales slips or Submit special documents or Rectification), if Status is displayed as Pending or Submit supplemental materials, order investigation is in the status of waiting for reply. Click the Pending/Submit supplemental materials field to enter the information filling page; if Status is displayed as Expired, order investigation has expired; if Status is displayed as No Action Required, order investigation has ended. An example of the relevant interface is as follows.
b. According to the data fields displayed by the system, the institution/merchant should fill in the information based on its actual information and circumstances. Before filling in the information, the institution/merchant should understand the information filling requirements. Please refer to “III Order Investigation Requirements” for details.
Example of information filling:
1) Basic Information: Mainly includes the basic information and business information of the merchant. The required fields will be adjusted according to the nature of the order investigation, and fields with the '*' are required fields, which must be completed. Fill in/select/upload the corresponding information following the instructions in grey font. An example of the relevant interface is as follows.
2) Proof Order Information: Mainly includes the transaction document information. The required fields will be adjusted according to the nature of the order investigation, and fields with the '*' are required fields, which must be completed. Fill in/select/upload the corresponding information following the instructions in grey font. Note: Please pay special attention when filling in the Products Sold field and ensure you have followed the instructions strictly.
3) Switching tabs: Click the progress bar above or the Next/Back button below to switch tabs.
4) Error prompt: If any required fields are not filled in or filled in incorrectly, you will not be able to enter the material submission confirmation page, and an error notification will be prompted. Update the required materials in accordance with the instructions on the notification. An example of the relevant interface is as follows.
c. After filling in all the required information, you can enter the material submission confirmation page, which cannot be modified (but you can switch back to the information filling tab for modifications) and is only used for review and confirmation. After confirmation, click the Submit button below to submit. A prompt will be displayed if the information is submitted successfully. An example of the relevant interface is as follows.
Note: The materials to be submitted may be different for each order investigation.
Please check the required materials, and submit if all required materials are met.
3. Viewing details
a. Select Operation > Detail to view the issue time, submission status, and result of order investigation. An example of the relevant interface is as follows.
*Note: In case the materials submitted are not qualified or Weixin Pay has any doubts about such materials, Weixin Pay will request you to supplement materials. Please pay attention to the Weixin Pay’s feedback to the submitted materials (the feedback will flag out problems) and submit the materials in accordance with the requirements for supplementing materials (the supplementary materials to be submitted may be completely different from that submitted last time, for example, it may be an explanation of the inconsistency between the transaction amount and the amount showed on transaction receipt).
b. If Status is displayed as Processed on the interface and after Detail is accessed, the latest status feedback displays Materials submitted reflect the business is normal condition. Thanks for the understanding and cooperation, the order investigation result is “Pass”. An example of the relevant interface is as follows.
