How Rootsy Keeps Your Payments and Checkout Secure

At Rootsy, we understand that secure payments are an important part of shopping online.

Rootsy connects buyers with independent Canadian sellers and uses established payment technology to support transactions through its marketplace.

This guide explains how payments are processed, how your payment information is handled, and what you can do to shop more securely.

1. How Are Payments Processed on Rootsy?

Rootsy uses Stripe, a third-party payment processing provider, to facilitate transactions through the marketplace.

When you purchase a product, your payment is processed through Rootsy's supported checkout and payment arrangements.

Rootsy coordinates the marketplace transaction, while payment processing is handled by its designated payment provider.

All Rootsy marketplace prices are displayed in Canadian dollars (CAD).

2. Does Rootsy Store My Credit Card Information?

According to Rootsy's Privacy Policy, payment card information is processed by Stripe in accordance with applicable payment security standards.

Rootsy does not store complete credit card numbers, CVV codes, or payment card security codes on Rootsy-controlled systems.

Certain transaction-related information may still be processed or retained as necessary for order management, refunds, accounting, fraud prevention, and other legitimate business purposes.

For more information about personal information, refer to Rootsy's Privacy Policy.

3. How Can I Recognize the Official Rootsy Checkout?

To help protect your payment information:

1. Visit https://www.rootsy.ca.

2. Browse products through the official marketplace.

3. Add the products you wish to purchase to your shopping cart.

4. Review the order details.

5. Confirm the delivery information and applicable charges.

6. Complete payment through the authorized Rootsy checkout process.

7. Retain your order confirmation for your records.

Before entering payment information, confirm that you are using the official Rootsy website and have not been redirected to an unfamiliar or suspicious website.

4. What Payment Methods Does Rootsy Accept?

Available payment methods are displayed during the Rootsy checkout process.

The methods offered may depend on the payment options enabled by Rootsy and its payment processing provider.

Before completing your purchase, review the available options and select a supported payment method.

If your preferred payment method is not displayed, it may not be available for that transaction.

Rootsy Customer Support can assist with general payment questions but cannot guarantee that every card or payment method will be accepted.

5. How Does Rootsy Help Protect Online Transactions?

Rootsy's Privacy Policy describes several safeguards intended to help protect customer information.

These include:

• Access controls.

• Secure transmission protocols.

• Encryption where appropriate.

• Authentication mechanisms.

• Security monitoring and logging.

• Fraud prevention measures.

• Security requirements for service providers.

• Security review procedures.

Rootsy also works with payment and technology providers that maintain their own security procedures.

No online service can guarantee absolute protection against every security threat.

6. Why Might My Payment Require Additional Verification?

Some online transactions may require additional security checks.

Depending on your payment method, bank, card issuer, and payment provider, you may be asked to complete an authentication step.

For example, a bank may require confirmation through an approved banking application or another verification process.

These checks can help protect against unauthorized payment activity.

Only complete verification through a trusted, authorized payment flow.

Never share one-time verification codes with sellers or anyone claiming to represent customer support.

7. Why Was My Payment Declined?

Payments may be declined for several reasons, including:

• Incorrect payment information.

• An expired payment card.

• Insufficient available funds or credit.

• Bank or card issuer restrictions.

• Authentication failure.

• Security or fraud prevention checks.

• Temporary payment processing problems.

If your payment is declined:

1. Review the information you entered.

2. Confirm that your payment method is valid.

3. Check whether your bank requires additional verification.

4. Contact your bank or card issuer if necessary.

5. Try an alternative supported payment method, if available.

6. Contact Rootsy Support if the issue continues.

A declined payment does not necessarily mean that Rootsy has received payment or that an order has been successfully placed.

Before attempting another purchase, check for an existing order confirmation and review your payment activity to avoid accidental duplicate transactions.

8. Is It Safe to Pay a Rootsy Seller Directly?

To maintain marketplace transaction records and access the applicable support processes, complete purchases through Rootsy's authorized checkout.

Be cautious if someone claiming to be a Rootsy seller asks you to:

• Transfer money directly to a personal bank account.

• Send an e-transfer outside the authorized checkout process.

• Pay through an unfamiliar third-party website.

• Share your card number or CVV through email or chat.

• Provide your Rootsy password or authentication codes.

If you receive a suspicious payment request, do not proceed until you have verified it with Rootsy Customer Support.

Transactions completed outside Rootsy may not be covered by the same marketplace order records or support processes.

9. How Can I Check My Order After Payment?

After completing checkout:

1. Sign in to your Rootsy buyer account.

2. Open your order history.

3. Locate the relevant purchase.

4. Review the available order details and status.

5. Check your order confirmation, where available.

If your payment appears to have been charged but no corresponding order is visible, contact Rootsy Customer Support.

Avoid repeatedly submitting payment before confirming whether the original transaction was successful.

10. What If I See a Pending Charge but No Order Confirmation?

A pending charge may sometimes represent a payment authorization that has not yet been finalized.

The handling and release of pending authorizations depend on the payment processor, bank, and card issuer.

If this occurs:

1. Check your Rootsy order history.

2. Review your account for an order confirmation.

3. Confirm whether the transaction is pending or completed.

4. Contact your bank or card issuer for clarification.

5. Contact Rootsy Support if the order cannot be located.

Do not assume that every pending authorization represents a completed purchase.

11. What If I Notice an Unauthorized Payment?

If you notice an unfamiliar charge that appears to be associated with Rootsy:

1. Review your Rootsy order history.

2. Confirm whether the charge corresponds to a purchase you recognize.

3. Secure your Rootsy account if you suspect unauthorized access.

4. Contact Rootsy Customer Support.

5. Contact your bank or card issuer promptly if the transaction is unauthorized.

6. Keep relevant transaction details for the investigation.

Your bank or card issuer may have separate procedures and deadlines for reporting unauthorized transactions.

Do not delay contacting your financial institution when you suspect fraud.

12. How Are Refunds Processed?

When a refund is approved, Rootsy processes it through its applicable payment arrangements.

Refunds are generally returned to the original payment method.

Under Rootsy's Refund & Dispute Resolution Policy, approved refunds are generally processed within 14 business days of approval.

Your payment provider, bank, or card issuer may require additional time before the money appears in your account.

Refund eligibility and amounts depend on the applicable policy and circumstances.

13. How Can I Protect My Payment Information?

Follow these precautions when shopping online:

• Use Rootsy's official website.

• Avoid entering payment information on unfamiliar websites.

• Never share your card security code through email or chat.

• Keep your devices and browser updated.

• Use secure account credentials.

• Review your transaction history regularly.

• Be cautious with unexpected payment links.

• Avoid completing transactions over untrusted public devices.

• Report suspicious payment requests promptly.

You should never be required to provide your Rootsy account password to a seller to complete a purchase.

14. What If the Checkout Page Is Not Working?

If you experience a technical problem during checkout:

1. Check whether your internet connection is working.

2. Refresh the page if it is safe to do so.

3. Review any error messages.

4. Confirm that all required checkout information is complete.

5. Check your order history before attempting payment again.

6. Try an updated browser if necessary.

7. Contact Rootsy Support if the problem continues.

If you believe payment was submitted, verify the transaction before repeating it to avoid duplicate charges.

Frequently Asked Questions

Is it safe to make payments on Rootsy?

Rootsy uses Stripe to process payments and describes safeguards intended to help protect customer information. No online platform can guarantee absolute security.

Does Rootsy use Stripe?

Yes. Stripe is Rootsy's designated payment processing provider.

Does Rootsy store my full credit card number?

According to Rootsy's Privacy Policy, Rootsy does not store complete card numbers or CVV codes on Rootsy-controlled systems.

What currency does Rootsy use?

Rootsy displays marketplace prices in Canadian dollars (CAD).

Can I pay a seller directly outside Rootsy?

You should complete purchases through the authorized Rootsy checkout process. Report suspicious requests for off-platform payments.

Why did my bank decline my payment?

A payment may be declined because of insufficient funds, incorrect details, authentication requirements, security restrictions, or other banking-related reasons.

What if my card was charged but my order is missing?

Review your order history and transaction information, then contact Rootsy Support for assistance.

Can my bank request additional payment verification?

Yes. Depending on the transaction, your bank or payment provider may require additional authentication.

What if I notice an unauthorized transaction?

Contact your bank or card issuer promptly and report the concern to Rootsy Support.

How are refunds issued?

Approved refunds are generally processed back to the original payment method, subject to the applicable policy and payment-processing arrangements.

Can I share my card security code with customer support?

No. Never provide your CVV, password, or one-time verification codes to anyone claiming to provide support.

Does Rootsy guarantee that my payment information can never be compromised?

No online payment system can guarantee absolute security. Rootsy and its payment providers maintain safeguards designed to manage security risks.

Related Help Articles

For additional assistance, see:

• Payment Methods and Checkout on Rootsy — Buying on Rootsy → Shopping and Checkout.

• Troubleshooting Checkout and Payment Issues on Rootsy — Buying on Rootsy → Shopping and Checkout.

• How to Protect Your Rootsy Account and Report Suspicious Activity — Account, Payments & Safety → Buyer Account and Login Security.

• How Long Do Rootsy Refunds Take? — Orders, Shipping & Returns → Returns, Refunds and Cancellations.

Need Help With a Payment?

If your payment was declined, you notice an unrecognized transaction, or you need assistance with a checkout problem, Rootsy Customer Support can help.

Support Centre: https://support.rootsy.ca/support/home

Email: support@rootsy.ca

Please include your order number, a description of the issue, and relevant non-sensitive transaction information.

Never share complete payment card numbers, CVV codes, banking passwords, or authentication codes.

Rootsy — Stronger Together, Locally Rooted.