User Guide - Sphere IT Consulting
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User Guide

User guide

1. INTRODUCTION 

Welcome to the Culqi Payment Gateway User Guide for BigCommerce. This manual is designed to help both customers and store administrators understand and efficiently use the Culqi payment system integrated into your online store. 

1.1 What is Culqi? 

Culqi is a Peruvian payment platform that allows businesses to accept credit and debit card payments securely. With Culqi, customers can make online purchases quickly, easily, and safely. 

1.2 System Benefits 

  • For Customers: Fast and secure payment process, no need to create a Culqi account
  • For Administrators: Centralized payment management, detailed reports, and automatic deposits
  • Security: Compliance with PCI DSS standards and data encryption

2. FOR CUSTOMERS – HOW TO PAY WITH CULQI

This section explains step by step how customers can make payments using Culqi on your BigCommerce store.

2.1 Purchase Process

1 Add products to cart

Browse the store, select the desired products, and add them to your shopping cart.

2 Go to checkout

Click the “Checkout” or “Complete Purchase” button in your cart.

3 Complete shipping information

Enter your shipping address, full name, and contact details.

4 Select shipping method

Choose the shipping option that best suits your needs.

5 Select Culqi as payment method

In the payment methods section, select the option “Pay with Card – Culqi” or the name configured by the merchant.

6 Click “Complete Order”

2.2 Culqi Payment Form

After clicking “Complete Order,” the secure Culqi form will appear. Complete the following fields:

  • Card Number: The 16 digits of your credit or debit card (without spaces)
  • Expiration Date: Month and year of expiration (MM/YY)
  • CVV: 3 or 4 digit security code (back of the card)
  • Email: Your email address to receive payment confirmation
2.3 Confirm Payment
  1. Review that all entered data is correct
  2. Click the “Pay” or “Make Payment” button
  3. Wait while the transaction is processed (this takes only a few seconds)
  4. If payment is successful, you will be redirected to the order confirmation page
2.4 Accepted Cards

Culqi accepts the following cards:

  • ✓ Visa (credit and debit)
  • ✓ Mastercard (credit and debit)
  • ✓ American Express
  • ✓ Diners Club
2.5 Security and Privacy

Your data is protected

  • Culqi complies with PCI DSS Level 1 standards (the highest level of payment security)
  • All your card data is encrypted during transmission
  • The store never sees or stores your complete card data
  • Each transaction is validated with anti-fraud systems
2.6 What to Do if Payment is Declined?

If your payment is declined, it may be due to:

  • Insufficient funds: Verify that your card has available balance
  • Incorrect data: Check that the card number, CVV, and expiration date are correct
  • Bank restrictions: Some banks block online purchases for security
  • Purchase limit: Verify that you have not exceeded your card’s daily limit

Recommendations:

  1. Contact your bank to verify if there are any restrictions
  2. Try with another card
  3. If the problem persists, contact store support
3. FOR ADMINISTRATORS – PAYMENT MANAGEMENT

This section is aimed at store administrators to manage payments received through Culqi.

3.1 Verify Payments in BigCommerce
  1. Log in to the BigCommerce administration panel
  2. Navigate to Orders in the sidebar menu
  3. Search for the corresponding order
  4. In the order details, you can see the payment status and method used (Culqi)
3.2 Order Status
StatusDescription
Awaiting PaymentThe customer has created the order but has not yet completed payment
PaidPayment has been successfully processed
PendingPayment is being processed (usually lasts a few seconds)
RefundedA total or partial refund has been made
3.3 Process Paid Orders

Once an order has “Paid” status:

  1. Verify order details and shipping address
  2. Prepare products for shipment
  3. Update order status to “Shipped” when sent
  4. BigCommerce will automatically send a notification to the customer with the tracking number
4. CULQI CONTROL PANEL

The Culqi panel (https://panel.culqi.com/) allows you to manage all your transactions, view reports, and configure your account.

4.1 Access the Panel
  1. Visit https://panel.culqi.com/
  2. Enter your email and password
  3. Click “Login”
4.2 Panel Sections
  • Dashboard: Overview of sales, daily transactions, and statistics
  • Transactions: Complete listing of all processed payments
  • Customers: Database of customers who have made purchases
  • Reports: Generation of custom reports by date, amount, etc.
  • Refunds: Management of customer refunds
  • Settings: Account settings, API keys, bank details
5. TRANSACTION MANAGEMENT
5.1 View Transactions
  1. In the Culqi panel, go to “Transactions”
  2. You will see a listing with:
    • Transaction ID
    • Date and time
    • Amount
    • Status
    • Customer information
    • Order number (from BigCommerce)
  3. Use filters to search for specific transactions:
    • By date
    • By amount
    • By status
    • By order number
5.2 Transaction Detail

By clicking on a transaction, you can view:

  • Complete customer information
  • Last 4 digits of the card used
  • Card brand (Visa, Mastercard, etc.)
  • Transaction type (charge, refund)
  • Payment status
  • Event history
5.3 Export Transactions
  1. In the Transactions section, click “Export”
  2. Select the desired date range
  3. Choose the format (Excel or CSV)
  4. Download the generated file
6. REFUNDS AND RETURNS

Culqi allows you to process refunds easily directly from the panel or from BigCommerce.

6.1 Process Refund from Culqi
  1. In the Culqi panel, go to “Transactions”
  2. Search for and click on the transaction you want to refund
  3. Click the “Refund” or “Return” button
  4. Enter the amount to refund:
    • Total refund: Return of the complete amount
    • Partial refund: Return of an amount less than the total
  5. Add a reason or note (optional)
  6. Confirm the refund

Processing time: Refunds are processed immediately by Culqi, but may take 5 to 10 business days to reflect in the customer’s account, depending on the issuing bank.

6.2 Process Refund from BigCommerce
  1. In BigCommerce, go to Orders
  2. Select the order you want to refund
  3. Click “Refund”
  4. Enter the amount and confirm
  5. The refund will be automatically processed through Culqi
6.3 Refund Policies
  • Only successful transactions can be refunded
  • Multiple partial refunds can be made until completing the total amount
  • No additional fees are charged for processing refunds
  • Original transaction fees are non-refundable
7. REPORTS AND STATISTICS
7.1 Culqi Dashboard

The main dashboard shows:

  • Daily sales: Total amount processed on the current day
  • Successful transactions: Number of completed payments
  • Declined transactions: Number of failed attempts
  • Average ticket: Average amount per transaction
  • Charts: Visualization of sales by day, week, or month
7.2 Custom Reports
  1. In the Culqi panel, go to “Reports”
  2. Select the type of report:
    • Sales report
    • Commission report
    • Refund report
    • Dispute report
  3. Configure filters:
    • Date range
    • Payment method
    • Status
    • Minimum/maximum amount
  4. Generate and download the report in Excel or PDF format
7.3 Settlements and Deposits

Culqi makes automatic deposits to your bank account:

  • Frequency: Deposits are made according to the configured schedule (daily, weekly, or monthly)
  • Detail: In the “Settlements” section you can see the detail of each deposit
  • Commissions: Automatically deducted before deposit
8. FREQUENTLY ASKED QUESTIONS (FAQ)
How much does Culqi charge per transaction?

Fees vary according to your plan contracted with Culqi. Generally they range between 3.5% and 4.5% + VAT per transaction. Consult with your account executive to know your specific rates.

When do I receive the money from my sales?

Funds are automatically deposited according to the schedule configured with Culqi. Typically, deposits are made within 2-7 business days after the transaction.

What do I do if a customer reports an unrecognized charge?
  1. Verify the transaction in the Culqi panel
  2. Check if it corresponds to a legitimate order in BigCommerce
  3. If it’s an error, process a refund immediately
  4. If there’s a dispute, contact Culqi support to manage the case
Can I accept international payments?

Culqi accepts international cards (Visa, Mastercard, American Express). However, transactions are processed in Peruvian soles (PEN). Currency conversions are handled by the customer’s card issuing bank.

Is it safe to store card data?

Culqi handles all sensitive card data. Your BigCommerce store never receives or stores complete card information. Culqi complies with PCI DSS Level 1, the highest payment security standard.

9. SUPPORT AND CONTACT

We are here to help you. If you have questions or need assistance, contact us:

Technical Support – Sphere IT Consulting

Thank you for choosing Culqi Payment Gateway!