I am getting an Invalid Order message- What should I do?

Answer: There are a few reasons this may happen. If you receive this message after submitting a payment, it may mean that the payment method being used is a non-accepted payment card, such as a prepaid gift card. If you receive this message while logging in as an existing customer, you may have the incorrect code or last 4 of the SSN. If you are receiving this message after submitting [...]

How do I modify a customer’s cart for more than the original value?

Answer: Currently, a customer cannot increase the value of their open cart. The customer can create a new lease with their desired items. The customer would be required to pay an additional original fee to [...]

How do I modify a customer’s cart for equal to or less than the original value?

Answer: To modify a customer’s cart, you will log into the merchant portal. Select the Application and then select the cart or each item and modify. Please note that you cannot modify the cart after the lease is complete. The customer would need to cancel the lease and re-submit a new [...]

What do I do if a customer cancels their order?

Answer: You will assist in canceling the customer’s order if they want to cancel before it has been delivered. Katapult will cancel the customer’s agreement once Katapult receives confirmation from the merchant that the order has been canceled. If the customer wants to cancel the agreement after the product has been delivered to their home, they will need to contact the merchant within the [...]

What do I do if a customer returns the item within the return policy?

Answer: We mirror your return policy. Customers are able to utilize those policies within the guidelines stated. If your policy window of 30 days (or more where applicable) has passed, customers may contact us and return the product(s) to Katapult, fair wear and tear accepted, releasing them from future payments. Please provide the customer with Katapult’s Customer Service information if [...]