Hello Support Team, I have enabled markup only for Tabby (5%) and Tamara (5%) in my merchant settings. All other payment methods, including Local Cards, International Cards, and American Express, are set to 0% markup. However, during checkout, the customer is being charged AED 105 for a AED 100 transaction, indicating that the 5% markup is being applied regardless of the selected payment method. Please investigate this issue, as the markup should only be applied when the customer chooses Tabby or Tamara, not for card payments or other payment methods.
We understand that this is the intended checkout behavior. However, we would like to know if there is any way to display the original payment amount initially, without including the highest markup.
The first amount customers see has a significant impact. When they see a higher amount at the beginning, many assume that is the actual course fee, which creates a negative impression. Some customers even contact us to ask why the amount is higher before they have selected a payment method.
Is there any option, setting, or customization available to display the base amount first and apply the relevant markup only after the customer selects a payment method?
We believe this would provide a much clearer and more customer-friendly checkout experience.
We look forward to your guidance.
Thank you.
Prachi Shah
Team•
Jun 30
Hi Najma,
Thank you for your feedback, and we completely understand your concern.
We agree that this isn't the ideal customer experience. However, at the moment, this is the only approach that allows us to remain compliant with the applicable regulations.
Previously, we had the behaviour you described in one of our other products, where the base amount was shown first and the total increased after the customer selected a payment method. However, this approach is not compliant with the regulations, as the payable amount should not increase based on the customer's payment method selection.
So this is not only a customer experience consideration - it is also a regulatory requirement that we need to balance alongside merchant needs like yours. We are continuously looking for ways to improve the checkout experience while remaining compliant, but at this time there isn't an option or setting to display the base amount first and apply the markup later.
We sincerely apologize for the inconvenience and appreciate your understanding.
Prachi Shah
Team•
Jun 1
Hello,
Thank you for reaching out.
What you are seeing is the expected checkout behavior. When different markups are configured across payment methods, the checkout initially displays the item amount including the highest applicable markup. In your example, a AED 100 item is shown as AED 105 because a 5% markup is configured for Tabby and Tamara.
Once the customer selects their preferred payment method, the final payable amount is automatically adjusted based on the markup applicable to that specific method:
If Tabby or Tamara is selected, the amount remains AED 105.
If a payment method with a lower markup or no markup (such as Local Cards, International Cards, or American Express) is selected, the amount is reduced accordingly, and the difference is shown as a special discount during checkout.
This ensures that customers always see the same or a lower final amount after selecting a payment method, rather than seeing the total increase later in the checkout journey.
We appreciate you bringing this to our attention, and please feel free to reach out if you have any additional questions.
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NAJMA FARSANA KANICHATTU HANEEFA HANEEFA KANICHATTU
Jun 29
Dear Support Team,
Thank you for your explanation.
We understand that this is the intended checkout behavior. However, we would like to know if there is any way to display the original payment amount initially, without including the highest markup.
The first amount customers see has a significant impact. When they see a higher amount at the beginning, many assume that is the actual course fee, which creates a negative impression. Some customers even contact us to ask why the amount is higher before they have selected a payment method.
Is there any option, setting, or customization available to display the base amount first and apply the relevant markup only after the customer selects a payment method?
We believe this would provide a much clearer and more customer-friendly checkout experience.
We look forward to your guidance.
Thank you.
Prachi Shah
Jun 30
Hi Najma,
Thank you for your feedback, and we completely understand your concern.
We agree that this isn't the ideal customer experience. However, at the moment, this is the only approach that allows us to remain compliant with the applicable regulations.
Previously, we had the behaviour you described in one of our other products, where the base amount was shown first and the total increased after the customer selected a payment method. However, this approach is not compliant with the regulations, as the payable amount should not increase based on the customer's payment method selection.
So this is not only a customer experience consideration - it is also a regulatory requirement that we need to balance alongside merchant needs like yours. We are continuously looking for ways to improve the checkout experience while remaining compliant, but at this time there isn't an option or setting to display the base amount first and apply the markup later.
We sincerely apologize for the inconvenience and appreciate your understanding.
Prachi Shah
Jun 1
Hello,
Thank you for reaching out.
What you are seeing is the expected checkout behavior. When different markups are configured across payment methods, the checkout initially displays the item amount including the highest applicable markup. In your example, a AED 100 item is shown as AED 105 because a 5% markup is configured for Tabby and Tamara.
Once the customer selects their preferred payment method, the final payable amount is automatically adjusted based on the markup applicable to that specific method:
If Tabby or Tamara is selected, the amount remains AED 105.
If a payment method with a lower markup or no markup (such as Local Cards, International Cards, or American Express) is selected, the amount is reduced accordingly, and the difference is shown as a special discount during checkout.
This ensures that customers always see the same or a lower final amount after selecting a payment method, rather than seeing the total increase later in the checkout journey.
We appreciate you bringing this to our attention, and please feel free to reach out if you have any additional questions.