Frequently asked questions

General

Who is Rello? 

Rello is a financing and payments business providing real estate agency operators, property management platforms and CRM platforms with Pay Now, Pay Later and funding solutions.

Our platform enables our platform partners, agents and agencies, to offer multiple payment options to their customers to help them manage their own cash flow situation.

How does it work? 

Our proprietary cloud-based payments technology provides a configurable customer experience allowing our business customers to deliver multiple payment options to their consumers.

Our integrated platform also provides businesses access to cash flow funding, with only a few clicks.

 

What payment services does Rello provide?

We will provide your Agency with an online payments portal, deferred payment options for vendor-paid advertising as well as early funding on your commissions just to start. But there is a lot more including payment support options for your landlords and tenants.

Ask us to find out more by clicking here.

Is Rello right for your agency or platform? 

If you want to be in control of your own cash flow and you’re looking to grow, then yes.

Rello is built for agencies and platforms of all shapes and sizes, with a focus on providing simple customer payment solutions.

Accept Online Payments

What payment types are accepted?

MasterCard, Visa, American Express, UnionPay, Alipay, and WeChat Pay.

 

What is a hosted payment page?

An online payments page that is hosted by us (presented in either your own branding or cobranded with us) where your customers can simply submit their card details and complete their purchase or pay for an invoice using a convenient online payment option.

 

How do I activate a hosted payment page?

You will need to complete the onboarding process to sign-up by providing us with some basic information about your business, including Know Your Customer (KYC) compliance. We will send you a pricing guide, and when you accept, the payment gateway will be set up within a week.

We will then send you the link, which you, or your web developer, can incorporate within your website.

 

What information do I need to apply?

You will need:

  • Information about your agency or platform (name, ABN, GST registration)
  • Company Director details and personal ID to complete our KYC
  • Business / Trust bank account details
  • Website address
  • Privacy policy

 

Do I have to change my bank account?

No, we will settle into your preferred account.

 

When will money appear in my bank account?

Your money will settle the following business day after a transaction occurs.

 

How do I access my customer payment information? 

Using your Agency (merchant) portal, you can access information on settlements, send payment requests, add users and control their access levels.

 

Who processes the payments? 

We work with a payment service provider to process all online card-based transactions. We have partnered with Till Payments Solutions Pty Ltd ABN 64 160 726 349 (Till Payments) to provide payment services.

 

Is Rello secure?

The Payment Card Industry Data Security Standard represents a common set of industry tools and measurements to help ensure the safe handling of sensitive information.

We are compliant with these security standards which encourage all businesses that store payment account data to help lower the brand and financial risks associated with account payment data compromises. For more information, please refer to www.pcisecuritystandards.org

Pay Later for Marketing Costs

How are my advertising, styling and home improvements paid?

Rello makes a payment for the full amount required to your real estate agent, who in turn, pays the parties providing your property marketing services. Your liability to pay Rello starts from the time that you sign our Vendor Agreement.

 

What fees are associated with using Rello’s Pay Later service?

Rello charges a fee of 5.5% of the total cost of advertising and styling (referred to as ‘Property Marketing Costs’) for a period of three months (90 days) to provide vendors with the convenience of paying for these services out of the proceeds of the sale rather than paying upfront. After this initial 90 days, the fee is 1.5% per month (30 days) for each month or part thereof.  There is a minimum Service Fee of $100.

For example, if your property marketing costs were $5,000 and funding was provided for three months, Rello would advance the funding needed to pay the marketing costs and the amount owing to us would be $5,275 ($5,000 x 5.5%).

 

Is there a maximum amount Rello will fund?

Rello will fund up to 2% of the expected sale price of the property up to $25,000.

 

 

When is payment due?

The Rello Vendor Agreement sets out when this amount is to be paid by the Vendor to Rello. It is typically the earlier of the two following events:

  • upon settlement of your property; or
  • when the deposit has been released.

The selling Agency will typically process the payment to Rello on behalf of the vendor out of these proceeds of the sale.

 

However, the Vendor Agreement will identify a “buy-back date” upon which the vendor must pay Rello the amount that has been advanced on their behalf by Rello. If your property sells and the settlement date falls beyond the buy-back date, payment is still due on the buy-back date. The maximum funding period is 6 months from acceptance by the Vendor.

 

How will I know when my payment is due?

Rello will let you know when payment is due, including sending you an invoice via email and SMS to let you know when you need to make payment. Payment is typically made from the proceeds of sale/settlement; if this doesn’t happen it’ll be up to you to pay us the amount due.

 

What happens if I withdraw property from a sale?

If for whatever reason you decide to withdraw your property from sale, any marketing and styling costs which Rello has funded by payment to your real estate agent must be paid at the earlier of the withdrawal date or the buy-back date.

 

What if the property doesn’t settle?

If your property doesn’t settle, or the deposit is not released by the buy-back date, you will still need to pay Rello the marketing costs plus our fees. If payment is not made, Rello has the right to place a caveat on your property.

 

Need more advertising and styling?

Simple. Just let your agent know and we’ll make it happen and send you the details via email.

 

How much does it cost to set up?

There are no set-up fees. Once the Agency has onboarded the service to the agency is free of charge

 

What will customers be eligible for the Pay Later option? 

  • be at least 18 years old
  • a permanent resident or citizen of Australia
  • hold a valid driver’s license, passport, or Medicare card
  • hold a valid Australian credit or debit card
  • have a valid and verifiable email address and Australian mobile telephone number
  • agreed sales authority with your agent
  • you agree to our terms and conditions once we have activated your account

 

Does Rello perform a credit check?

We do not conduct credit checks.

Early Pay for Agents

What is an early funding advance?

Early funding advance allows agencies to leverage the value of their exchanged/unconditional sales contracts with immediate access to funds up to the full value of commission typically received upon settlement.

You raise funds for your agency without the need to provide any property security. It’s simple, fast and you choose the amount you want to access, be it for your Agent’s share of the commission or the full amount

 

What Information do I need to provide?

The process is easy and fast and automated through your CRM and Agency portal which will send you a notification if you wish to take up an advance

If you operate as a contractor to an Agency your company will need to be onboarded with Rello.

 

To be eligible for early funding of a commission advance, the agency must:

  • be onboarded with Rello
  • hold a valid Agency Selling Authority
  • have exchanged a signed Contract of Sale
  • hold a letter from a solicitor or conveyancer confirming unconditional /exchange /settlement date

 

Do you accept all my exchanged/unconditional contracts for early funding?

Only the ones that are unconditional and settlement is less than 120 days away. However, off-the-plan sales won’t be applicable for this advance.

 

How much does it cost?

4.0% for the first 30 days, and 1.5% for every additional 30 days.

There are no sign-up fees and no lock-in contract.

 

How much can I borrow?

We provide funding amounts between $2,000 and $50,000 per exchanged/unconditional contract.

 

How do repayments work?

At settlement or release of the deposit, the funds advanced will need to be repaid to us from these sale proceeds or via direct debit from your nominated account.

Deposit Pay

Who can apply?

  • You must be over the age of 18
  • You must be an Australian Citizen or permanent resident
  • Have a valid ID and contact details (address, mobile and email)
  • You’ve exchanged contracts on a residential property in Australia
  • Your name is on the title
  • You have a confirmed settlement date

How is my advance paid?

Rello will advance the amount you need to your nominated bank account once you have met our credit requirements. We will fund you within 24 hours of approving your application.’

How does my repayment to Rello work?

The Agreement sets out when and how the advance of funds, including our fees is to be repaid to us. When your property settles, we will be repaid from the settlement proceeds the amount we advanced to you plus our fees.

How will I know when my payment is due?

The Agreement sets out the payment date for you which is the settlement date when the funds held in the deposit are due to be released. Rello will also send an email reminder to you prior to the settlement date reconfirming when the funds are due to be paid.

What happens if the sale doesn’t proceed?

If for whatever reason the property sale doesn’t proceed, you are responsible for returning the funds.

What if you need more time?

Our costs are 1% for every additional 30 days up to a total of 120 days.

How do I get in touch to learn more?

Email us at hello@rellopay.co