> For the complete documentation index, see [llms.txt](https://developer.esw.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://developer.esw.com/getting-started/get-started-with-esw/finance-and-settlement/faqs-and-customization.md).

# FAQs and Customization

<details>

<summary>What are the advantages of using a MOR provider?</summary>

The main advantages of using a merchant of record provider are full compliance with global tax laws, reduced legal and financial liability, simplified Global expansion, stremlined payment operations and faster time to market.

</details>

<details>

<summary>What additional services do ESW offer?</summary>

ESW has a full product offering which supports our retailers globally with customized solutions and additional product offerings. Please contact a member of our sales team or [**finance\_onboarding@esw.com**](mailto:finance_onboarding@esw.com) to find out more.

</details>

<details>

<summary>Is there flexibility around ESW'S offerings?</summary>

ESW offers flexible payment terms, settlement periods and full support of your expansion.

</details>

<details>

<summary>Who is responsible for tax compliance — the retailer or the MOR?</summary>

**ESW, as MOR, is responsible for all tax compliance**, removing this burden from your team.

</details>

<details>

<summary>Can we get a breakdown of taxes collected from end customers?</summary>

Yes. Your **settlement report** shows a breakdown of all taxes collected from end customers that **ESW retains to remit to local authorities**.

</details>

<details>

<summary>Can I use ESW to sell both digital and physical products?</summary>

Yes. **ESW supports both digital and physical sales** through the platform.

</details>

<details>

<summary>How do chargebacks work with a MoR?</summary>

**ESW deals with all PSPs** and assumes the **risk related to chargebacks** as the MOR.

</details>

<details>

<summary>Will ESW support our audit process?</summary>

Yes. **ESW will support with any reports requested by statutory auditors.**

</details>

<details>

<summary>How frequently will we get paid?</summary>

**Customisable cadence** — ESW offers **weekly, fortnightly, or monthly** settlement.

</details>

<details>

<summary>Will our order reference or SKU code appear on the file?</summary>

Yes. ESW shows an **internal ESW order reference** and the **brand’s order reference**. Reporting can be provided at **SKU, package, or order level**.

</details>

<details>

<summary>Is there additional reporting available?</summary>

Yes. **Self-service reporting** is available via ESW’s **BI tool** for additional insights.

</details>

<details>

<summary>Is ESW a scalable solution?</summary>

Yes. **ESW’s shared-revenue model** aligns incentives with your **growth and cross-border expansion**.

</details>

<details>

<summary>Who will assist with any queries?</summary>

You will be **allocated a dedicated finance contact** who manages settlement and any related queries.

</details>

<details>

<summary>Who is my onboarding contact?</summary>

For onboarding, contact the **Onboarding email address** or your **Solution Engineer** assigned by ESW.

</details>

## Definitions

<details>

<summary>What is MOR?</summary>

A merchant of record is a legal entity responsible for selling goods or services to an end customer. They handle all payments and take on the associated liabilities.

</details>

<details>

<summary>Who acts as MOR</summary>

esw acts as MOR

</details>

<details>

<summary>What is EOR?</summary>

Exporter of record is an authorised person or entity that takes responsibility for the export of goods form a country, putting their name on the shipping documentation as the exporter in the country that the goods are dispatched from.

</details>

<details>

<summary>Who acts as EOR?</summary>

The retailer acts as EOR with ESW managing this on your behalf.

</details>

<details>

<summary>What is IOR?</summary>

Importer of record is the party who is responsible for ensuring that imported goods comply with all customs and legal requirements of the country of import.

</details>

<details>

<summary>Who acts as IOR?</summary>

The shopper acts as IOR in order to take advantage of deminimus thresholds.

</details>

<details>

<summary>What is SFTP?</summary>

SFTP stands for Secure File Transfer Protocol (or SSH File Transfer Protocol). It is a network protocol used to securely transfer files between two systems over an encrypted connection.

</details>

<details>

<summary>What is ASN?</summary>

Advanced Shipping Notice is an electronic notification a supplier sends to a buyer to inform them that an order has shipped.

</details>

<details>

<summary>What is SKU?</summary>

SKU stands for stock Keeping Unit. It is a unique identifier that businesses use to track products in inventory, warehouses and sales systems.

</details>

<details>

<summary>What is CSP?</summary>

CSP is ESW''s in house customer service portal.

</details>


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