Payment

Orders at Cactus are paid online, by bank card, via Kaspi or PayPal. Below: how each method works, who you will see as the payee, what to do if a payment is declined and how money is returned.

Ways to pay

• Visa and Mastercard cards, online, in the secure TipTopPay window.
• Kaspi: an invoice for the order total arrives in the Kaspi.kz app, and you approve it there.
• PayPal: convenient when paying from abroad; PayPal charges the amount in US dollars.
• No cash: you cannot pay the courier on delivery or pay at the store on pickup.
• Prices and the order total are in tenge (₸).

When to pay

Payment is the last step of checkout: choose a method and press “Continue” (for PayPal, its own buttons appear in place of that one).

The amount due covers the items, with discounts and promo codes applied, plus delivery; you see the total before confirming the payment.

An order counts as paid once the payment service confirms the charge. Until then no contract is in place and the order is not assembled. When the payment goes through, the site confirms that we have taken the order; a member of our staff may call to clarify details.

You have 24 hours from checkout to pay. If you are signed in, an order with the status “Awaiting payment” or “Error” (except a Kaspi order that is still “Awaiting payment”) can be paid by card with the “Pay” button under “My orders”. An order left unpaid for 24 hours is cancelled automatically (with one exception, described under Kaspi below). If a payment still goes through after that, we will fulfil the order; if the chosen time can no longer be met, we will agree a new one with you, and if we cannot agree, we will refund the money. A Kaspi invoice issued at checkout may stay in the app after the order is cancelled, and paying it brings the order back into work. So if you have already placed the order again, leave the old invoice unpaid, or both orders will end up paid.

By card via TipTopPay

After you press “Continue”, the TipTopPay window opens. Type in the card number, the month and year it is valid until, and the three digits on the back (CVV2/CVC2).

Your bank may ask you to confirm with 3-D Secure, usually a one-time SMS code or a button in the bank’s app. When no code comes, only your card issuer can help.

If the bank declines the payment or the payment window closes, your cart and details stay on the checkout page: try “Continue” once more or switch to another card.

Via Kaspi

Choose Kaspi and press “Continue”. The invoice is sent to the Kaspi.kz app on the number in the “Customer’s phone” field; if you are signed in, that is the number in your profile.

It has to be a Kazakhstan (+7) number linked to Kaspi, otherwise no invoice can be issued. If your number does not qualify: when you are not signed in, enter the number of your Kaspi account; when you are, the number comes from your profile and cannot be changed at checkout, so choose another payment method.

Open the app and approve the invoice. The confirmation reaches us with a short delay, usually within a few minutes, and the order page updates on its own.

While the invoice is awaiting payment, the order has no “Pay” button, so you cannot pay twice by mistake. If you decline the invoice or Kaspi reports that it has not been paid, the order gets the “Error” status and can then be paid by card.

If Kaspi does not respond in time, the site tells you that the invoice could not be issued but the order has been saved, and opens the card payment page. Should an invoice turn up in the app after that, do not pay it, because such a payment will not be linked to your order. An order of this kind has no “Pay” button under “My orders” and is not cancelled automatically, so if you closed the card payment page without paying or no longer need the order, call us (the contacts are below). If the bank declines a card payment for it, the order switches to “Error” and from then on follows the general rules described above.

Via PayPal

Choose PayPal and the PayPal buttons take the place of “Continue”. Sign in to your PayPal account and approve the payment.

One of those buttons may offer to pay by bank card: that payment is handled by PayPal as well, under its own rules. Whether PayPal offers it depends on your country.

PayPal charges in US dollars. The amount is converted from tenge at the store’s rate, and PayPal shows the exact dollar sum before you approve. If your PayPal balance or card is in another currency, any further conversion is done by PayPal or your bank.

Who appears as the payee

Your order is accepted and fulfilled by Cactus. The money for it is collected by the seller’s payment agent, an organisation that receives payments on the seller’s behalf under a contract with the seller.

That is why the payment window, the Kaspi invoice, your bank statement and the receipt may show the payment agent (or the service it collects payments through) as the payee rather than Cactus. This is normal: the order is taken by Cactus. The site passes your order number to the payment service in the payment description.

How safe it is

You enter card details in the TipTopPay window, not on our website: we never receive or store them. TipTopPay transmits them encrypted and meets PCI DSS requirements and the Visa and Mastercard rules.

A Kaspi invoice is approved inside the Kaspi app itself, which only you can sign in to.

With PayPal, your login, password and card details are entered on PayPal’s side and never reach us.

If the payment fails

A bank usually turns a card payment down for one of these reasons:

• online purchases are switched off for the card; they can be enabled in the bank’s app or by calling the bank;
• the account is short of money or the spending limit has been reached;
• a typo in the card number, expiry date or code;
• the card is out of date;
• the issuing bank restricts payments to other countries, which happens with cards from banks outside Kazakhstan.

A declined payment is not a payment, and the order is not assembled. Once the issue with the bank is sorted, press “Continue” on the checkout page again or choose another payment method; if you are signed in, you can also pay by card with the “Pay” button under “My orders” while it is available.

If money was taken but the site showed an error (for example, PayPal left the payment unconfirmed), do not pay a second time: first call us (the contacts are below) so that we can check the payment.

Getting money back

• Money goes back the same way the order was paid: a card payment to the same card; a Kaspi payment back to Kaspi, where it came from; a PayPal payment, including a card payment in the PayPal block, back through PayPal to where it was charged from, the PayPal account or the card. It is not paid out in cash.
• You can withdraw from an order until it is handed over. If the florist has not started assembling it, the whole amount comes back; once assembly has begun or the courier has the order, we may keep the cost of the goods and the florist’s work.
• We send the money back no later than 10 calendar days after the day you asked for it or, if it is we who cannot fulfil the order, after the day we told you so. How long it then takes to reach you depends on the bank or payment service.
• Card and Kaspi payments are refunded in tenge. If your card account is in another currency, your bank converts the amount at its own rate, so in that currency it may differ slightly from what was charged.
• A PayPal payment is refunded in US dollars, the currency it was charged in.

When an order can be returned or exchanged

Seller