Log-in

User accounts are created by the Mondu Support Team. Both personalised accounts (e.g. [email protected]) and general user accounts (e.g. [email protected]) are possible.

1. Write an email to [email protected] to request a new user account for the portal. Please send us the email address as well as the first and last name of the user.
2. Mondu will create your accounts.
3. The user will receive an invitation to the Mondu portal via email, including an access link and temporary password.

First time log-in

1. Open the Mondu Portal invitation that has been sent to your desired email address.
2. In the email you will find the link to the portal login, as well as your temporary password.
3. Use your email address and the temporary password to access the portal.
4. Now choose a new password which must consist of at least 12 characters, including an upper and lower case letter, a number and a special character.
5. Click on "Proceed to login" for the access.

Password reset

If you have forgotten your password, you can reset your password as follows.

1. Open the Mondu portal login page. (https://portal.mondu.ai/)
2. Click on the "Forgot password?" link.
3. Enter the email address you use to login and click "Continue". You will receive an email with the link to reset your password.
4. Follow the link in the email to set a new password. If you have not received a reset email, please check your spam folder.

Orders

The menu item "Orders" shows you all orders that have been placed via a Mondu payment method. This includes orders from your online shop as well as from MonduSell (Offline).

You get an insight into the order items, the order status, as well as other customer & payment data. It is also possible to cancel and adjust orders and to send an invoice for an order.

Depending on the type of integration, the actions mentioned are optional or mandatory.

Orders - List view

The list view includes orders from your online shop as well as from MonduSell. The orders are listed chronologically. Use the filters to search specifically for an order, a customer, order amount, date or status.

Orders - Detail view

Click on an order line to get to the detail view of the selected order. There you will get an insight into the order items, customer data and payment details. In the detail view you can also carry out the actions listed on the next pages.

Order Status

Following the explanation of the order status

• Confirmed: The order has been successfully placed. Mondu has approved the order, and the buyer has confirmed the use of Mondu's payment method.
• Canceled: The order was canceled by the merchant (meaning you or someone from your company).
• Shipped: Order is fully shipped by the merchant & Mondu has received the invoice.
• Partially Shipped: Order is partially shipped by the merchant & Mondu has received a partial invoice.
• Partially Complete: The order is partially or fully shipped and Mondu receives partial payment from the buyer.
• Complete: Order is fully shipped and successfully paid by the buyer.
• Approved by Mondu *: MonduSell order is approved by Mondu and need to be confirmed by the buyer. Confirmation email need to be sent out via Mondu Portal.
• Customer confirmation pending *: MonduSell confirmation email is sent out and needs to be confirmed by the buyer

*Only available of MonduSell is activated

Adjust an order

To increase or decrease the total amount of an order, proceed as follows:
Note: Orders can always be adjusted if “confirmed”. Adjustments for “partially complete” and “partially shipped” orders are only allowed for the difference between order value and invoice value.

1. Open the "Orders" tab on the left side of the portal.
2. Click on the order you want to adjust to open the detailed view.
3. Click on the three dots at the top right and select "Adjust your order".
4. Enter the new total order amount and a comment on the reason for the change and confirm the change. The newly entered order amount overwrites the old order amount.

Cancel an order

To cancel an order, proceed as follows:
Note: An order with the status "partially completed" or "completed" can no longer be cancelled.

1. Open the "Orders" tab on the left side of the portal.
2. Click on the order you want to cancel to open the detailed view.
3. Click on the three dots at the top right and select "Cancel an order".
4. Enter the reason for the cancellation and confirm the cancellation.
5. The order is now completely cancelled and can no longer be processed via Mondu.

Update order number

To update an order number, proceed as follows:

1. Open the "Orders" tab on the left side of the portal.
2. Click on the order you want to edit to get to the detailed view.
3. Click on the three dots at the top right and select "Update order number".
4. Enter your new order number to overwrite the previous order number. Confirm your change.

Submit an invoice

To submit an invoice, proceed as follows:
Note: Submitting an invoice triggers the merchant payment. It also starts the customer's payment period with Mondu (e.g. 30 days). The invoice amount must be less than or equal to the order amount. To be able to submit an invoice, the order must have the status "confirmed", "partially shipped" or "partially completed".

1. Open the "Orders" tab on the left side of the portal.
2. Click on the order for which you want to submit an invoice to get to the detailed view.
3. Click on the button "Submit an invoice".
4. Enter the total invoice amount and the invoice number. In addition, deposit the PDF invoice and confirm your selection.

Invoices

The menu item "Invoices" shows you all invoices transferred to Mondu for orders that were placed via a Mondu payment method.

You get an insight into the invoice details, the payment status, submitted credit notes, as well as the payment status of the customers. You also have the option of cancelling an invoice or submitting a credit note.

Depending on the type of integration, the actions mentioned are optional or mandatory.

Invoices - List view

The list view includes all invoices transferred to Mondu. The invoices are listed chronologically. Use the filters to search specifically for an order, an invoice, a customer, invoice amount, due date or status.

Invoices - Detail view

Click on an invoice to access the detail view of the selected invoice. There you will get an insight into the invoice details, the payment status, submitted credit notes, as well as the payment status of the customer at Mondu.

In the detail view, you can also perform the actions listed on the next pages.

Outstanding amount: shows the open payment amount of the customer.

Date paid out: shows if and when Mondu has paid out the money to the merchant.

Invoice status

Following the explanation of the invoice status

• Created: Mondu received the invoice and the payment from the buyer is open but not yet due.
• Late: The payment from the buyer is open and due.
• Canceled: The invoice has been canceled.
• Complete: Mondu received full payment of the total invoice amount and closed the invoice process.

Create credit note

To submit a credit note for an invoice, proceed as follows:

noteA credit note cannot be submitted if the invoice has the status "completed". The credit note number must be unique. If a credit note is submitted again, please use a different credit note number.

1. Open the "Invoices" tab on the left side of the portal.
2. Click on the invoice for which you want to submit a credit note to get to the detailed view.
3. In the "Credit note" section, click on the button "+ Create credit note".
4. Enter the credit note amount, the credit note number and the reason for the credit note and confirm your selection.
5. The submitted credit note is now visible in the detailed view of the invoice and reduces the payment amount of the customer. (see field "Outstanding amount")

Cancel credit note

To cancel a credit note, proceed as follows:

1. Open the "Invoices" tab on the left side of the portal.
2. Click on the invoice for which you want to cancel a credit note to get to the detailed view.
3. In the "Credit note" section, click on the button "Remove credit note" and confirm your selection.
4. The customer's payment amount ("Outstanding amount" field) has increased by the amount of the removed credit note.

Cancel an invoice

To cancel an invoice, proceed as follows:
Note: An invoice cannot be cancelled if the payment to the merchant has already taken place or the buyer made a payment to Mondu.

1. Open the "Invoices" tab on the left side of the portal.
2. Click on the invoice you want to cancel to get to the detailed view.
3. Click on the three dots at the top right and select "Cancel invoice".
4. Confirm the invoice cancellation.
5. The invoice is now completely cancelled and the payment claim against the customer is resolved. If necessary, a new invoice can be transferred to the original order.

Buyer Payment

If a buyer made payment directly to you instead of, you can report this via the Mondu Portal:
Note: The amount will be deducted from your next payout.

1. Open the "Invoices" tab on the left side of the portal.
2. Click on the invoice for which you want to report a buyer payment.
3. Click on the three dots at the top right and select "Report buyer payment".
4. Enter the amount of mispayment.
5. The invoice will be deducted by the submitted amount. With a full payment, the invoice status will move to completed.

Disputes

A dispute is a problem reported by a buyer which typically involves disagreements over product quality, delivery issues, returns, refunds, or pricing.

Once a buyer raises a dispute via the Mondu Buyer Portal, it is visible on the Merchant Portal, and you get notified via email.

You have a default of 21 days to respond to the dispute. Failure to respond within this timeframe results in the dispute being resolved in the buyer’s favor.

View and filter

On the Disputes page you can view all the disputes buyers have raised, and filter them according to these cases:

• Active: Disputes that are open and have not been resolved, discarded or withdrawn yet.
• Needs response: A subset of the active disputes that require your action (accept or contest).
• Discarded: Disputes that you won after Mondu’s Buyer Operations team reviewed them and ruled in your favor.
• Resolved: Disputes that the buyer won. Either you accepted the dispute or Mondu’s Buyer Operations team resolved it in favor of the buyer.
• Withdrawn: Disputes that the buyer withdrew after submission.

Additional filters are available in the column headers (e.g., "Created on," "Dispute reason," "Raised by") allowing you to sort and narrow down disputes based on specific criteria. The “Respond in” column shows how much time you have to respond. This field is empty after you have responded, or changes to “closed” when the dispute has been resolved, discarded or withdrawn.
↪ Clicking on any specific dispute in the list will take you to the Dispute Details page, where you can view more information and take appropriate actions.

View more details

This page provides an overview of the dispute and its associated details. Use this page to review all relevant information before deciding how to respond to the dispute. Key sections include:

• Invoice Details: Displays the gross amount, outstanding amount, creation and due dates, and whether the invoice has been paid. There is a link to view the associated invoice for more detailed context
• Order Details: Shows information about the order, including the order number, customer, billing and shipping addresses, and company details. There is a link to the associated order for further details.

This page provides an overview of the dispute and its associated details. Use this page to review all relevant information before deciding how to respond to the dispute. Key sections include:

Customer Details: Provides additional customer information, including the email address and billing/shipping details.
Dispute Details: Displays the disputed amount, the reason for the dispute, and a timeline of key events (e.g., dispute raised, invoice created). Here you’ll find the dispute’s status, deadline for your response, and any comments or evidence submitted by the buyer.
↪ Once you have reviewed all the information you can react to the dispute by clicking on the 3 dots in the top right corner and either accept or contest the dispute.

Accept dispute

By accepting the dispute you agree that it is valid. In the action log, you can see that the dispute is accepted, the buyer is logged as “won the dispute”, and a dispute note is created for the reported dispute amount.
In the Disputes overview page the dispute will be marked as “Resolved”.

Note the dispute note is netted against your upcoming payouts.

Contest dispute

After you click on the "Contest Dispute" button in the actions area you will need to provide the evidence and reasoning for challenging the buyer’s dispute.

1. Choose a reason from the drop down list to specify why you are contesting the dispute.
2. Upload supporting documents or proof to validate your position. If multiple files need to be uploaded, they should be combined into a single PDF.
3. Add a detailed explanation to support your contestation, summarizing the evidence and your arguments.

Once all fields are filled, click "Contest dispute" to submit the contestation to Mondu’s Buyer Operations team for review. Your contestation will be recorded in the action log. In the Disputes overview page the dispute’s status will remain “Active” and the count in the “respond in” column will be removed.

Contest resolution

Mondu’s Buyer Operations team makes the final decision based on the evidence provided by both you and the buyer. Their decision would determine whether you won or lost the dispute.

The final decision will appear in the Disputes overview page as well as in the Dispute Details page, in the action log. The dispute would be marked as “Discarded” in case you won, and “Resolved” in case the buyer won.

Payouts

The menu item "Payouts" lists all current and historical payout reports. In the payout reports, the collective transfers you have received are broken down into their respective individual items, including the deductions and taxes due. The payout reports can be downloaded as Excel files and CSV.

Download payout report

The list view includes all current and historical payout reports. You can download the respective payout report directly from the list view. Use the filters to search for the payout date, an invoice or the payout amount.
The payout report is available as csv and excel.