FAQ

Frequently asked questions.

To be able to offer the quickest possible service, we have compiled a list of frequently asked questions and answers for you. Do you have a question for Pay? Visit this FAQ page first to find the answer.

Is your question not answered in the list below? Contact one of the departments of Pay.

General.

What exactly does Pay. do?

We process thousands of online payments per day for a few thousands of webshops and websites. We are, therefore, a Payment Service Provider (PSP). Every payment we handle is processed via Stichting Pay.nl. When you make a payment with one of our clients, Stichting Pay.nl will also show up on your account statement or payment screen.

Why via Stichting Pay.nl? Because this allows us to make sure that online payments are secure. For our clients and for anyone who makes payments via us. View the payment flow

What are the advantages of a Payment Service Provider?

The main advantage of using a Payment Service Provider (PSP) is reduction of the administration costs for the business. Pay. makes this possible by collecting payments and transferring the total credit to you at the agreed moment (daily, weekly or monthly).

An additional benefit is that we offer a wide choice of payment services. This improves the ability for businesses to cater to the needs of target groups. Many of our clients also regard the service we offer to consumers during payment as a benefit. If there are any problems with a payment, these are generally resolved quickly. This saves valuable time for the client.

Are there legally binding rules for webshops?

Yes. Webshops must observe specific rules. An up-to-date overview can be found on the website of the Netherlands Authority for Consumers & Markets ACM.

We recommend downloading and using the checklist that is available on the ACM's website. You can use the checklist to check quickly whether your webshop meets the requirements in broad terms.

Payment methods.

How do I know what payment methods are used in a country?

In the Netherlands, iDEAL is by far the most used payment method. But what about Belgium? And which payment method is most popular in Germany?

In part due to the fact that a growing number of webshops target foreign markets, we have drawn up an overview of the available payment methods per country. Do you need to use a payment method that is not yet offered by us? Please contact us so we can assess if that payment method would be a welcome addition to Pay.

What are the costs of using a payment method?

The costs for using a payment method depend on your package and the selected payment method. Normally you pay a very low amount per transaction. With some payment methods, such as MisterCash and credit cards, you pay a percentage of the transaction amount.

A complete overview of payment methods and the related costs can be found on our Rates & Packages page.

Which payment methods can I accept in my webshop?

Pay. offers over 20 different payment methods. Popular payment methods such as iDEAL, Bancontact, Transfer, etc. are available in all packages. If you want to accept the payment methods credit card and/or direct debit, you need to use a paid package.

Our payment methods page contains an overview of all payment methods and rates, and the countries where they are used.

Do I need to enter into extra contracts for payment methods?

No, this is not necessary. You sign the Pay. agreement and we will make sure that all payment methods you select are available.

Is it possible to make recurring payments?

Yes, this is possible. You can use a recurring direct debit to collect a fixed amount from a customer in every period. This type of payment is often used for memberships/subscriptions.

The Direct debit payment method is available from the Professional package. In order to be able to use this type of payment you must observe a number of rules that are outlined in the document: 'direct debit ins & outs'.

Packages.

What packages does Pay. offer?

Pay. offers 4 packages: the free Pioneer package and the paid packages: Professional, Business, and Corporate. The packages differ in the applicable rates and the available features.

In addition, we offer an Alliance package, which allows you to add and manage merchants yourself. More information on the packages can be found here.

What are the setup costs and the monthly costs per package?

We do not charge any setup costs, nor are there any monthly costs for the Pioneer package. The monthly package fee for the Professional, Business and Corporate package is € 25, € 50, and € 250 respectively.

A complete overview of the costs per package can be found on our Rates & Packages page.

Is it possible to try out Pay. free of charge?

Yes, this is possible. You can use our free Pioneer package to try the services of Pay. without any setup costs or monthly costs.

For how long can I test the free Pioneer package?

There are no limits to the number of transactions / months you can use the free Pioneer package. So, you can make unlimited use of this package.

Implementation.

How can I integrate the payment methods in my webshop?

The easiest way to implement payment methods in your webshop is via a plugin. For example, if you use a webshop system such as Magento, WooCommmerce or Prestahop, you can use a plugin to show the Pay. payment methods on your website. With the provided step-by-step manual you can receive your first payment within 15 minutes. Pay. offers plugins for over 20 different webshop systems.

Would you like to have more flexibility / control and would you like to integrate our payment methods in your own software? You can do this using our APIs. With the available code sample, API test suite and API manuals, realisation is a piece of cake for the average developer. More info can be found here.

What is a webshop plugin?

A plugin is small piece of software that you can use to easily link our payment methods to existing webshop systems. This way you can quickly and easily offer the required payment methods to your customers.

Additionally, plugins are also available for hosting, invoicing, and crowdfunding systems. If the plugin you need is not available, please contact us; we may be able to provide the plugin soon.

Which webshop plugins does Pay. have available?

The most popular webshop systems are: Magento, WooCommerce, Prestashop, OpenCart, OSCommerce, VirtueMart, and CS-cart. We, of course, offer a plugin for all these systems, allowing you to use the Pay. payment methods in your webshop. But we also offer ready-made solutions for less well-known systems, such as Hikashop, MijoShop, and Zencart.

You can find a complete overview of available plugins on our implementation page.

No plugin is available for my webshop; what can I do?

If no plugin is available for the system you use, contact our support department. We will make every effort to be able to provide a plugin. This does, however, depend on the number of users / popularity of the system and the estimated implementation time.

Which APIs do I need for a custom payment screen?

You only need 3 APIs to be able to set up a standard payment screen. The Transaction:getServices API is used to call the selected payment methods and to display the method on your payment page.

Creating transactions is very easy via the Transaction:start API. A URL will be returned, among other things, for completion of the payment.

Finally, you can use the Transaction:info API to check the status of the payment. More info on these APIs can be found in the relevant documentation, available via the Admin Panel. Additionally, a sample code is available that can be used as a basis for creating the payment screen. Live testing of APIs? This is possible with our convenient API test suite. More information on the transaction process is available here.

What are hosted solutions?

Hosted solution partners have developed standard links to our platform for you, so you do not need to install plugins. By entering your service ID and API token you will create a link to our system in a few clicks.

Hosted solution partners that currently have a link to our system are: Luondo.nl, MyShop.com, and Payt.nl. You can find more information on our implementation page.

Is it possible to create payment links?

Yes, via our Admin Panel you can create custom payment links. For each payment link you can specify the following: the amount, allowed payment methods, the number of days the link is valid, and the service for which the payment link is generated.

Payout.

When will I be paid?

You determine when you want your funds to be paid out (clearing frequency). Via the Admin Panel you can set the frequency to daily, weekly or monthly.

Are there any costs involved in a payout?

No, we do not charge any costs for the payout of your funds.

Can I have my funds paid out into different accounts?

This is an option from the Business package. You can indicate for each service into which bank account you want your funds to be paid out.

Consumer.

What is Stichting Derdengelden Pay.nl?

When you have made an online payment via Pay, you will see 'Stichting Derdengelden Pay.nl' on your bank statement. ‘Derdengelden’ are third-party sums for merchants that are managed by Pay.

Stichting Derdengelden provides a guarantee that Pay. cannot use the third-party funds for other purposes, and that the third-party funds are guaranteed in the event of bankruptcy. In short, your payments are safe with Pay.

I have a question about a payment.

Do you have a question regarding a payment? You can request the details of the payment online. You can also contact us by email or by telephone at 0900- payinfo (or 0900- 729 46 36) (€ 0.15 per minute). Our customer service can be reached from 8:30 a.m. to 5 p.m.

There has been an unjustified debit from my account.

You can request the details of the payment online. You will then also receive the public contact details of the relevant webshop, so you can contact them.

I have accidentally entered an incorrect payment reference.

Payments are allocated to the correct webshop on the basis of a payment reference. If you entered an incorrect payment reference with a transfer, we will be unable to process your payment. Our system will return the received amount to your bank account the next working day.

When will the order be delivered?

Pay. only handles the payments. We cannot provide any information regarding the delivery time. For this information you need to contact the webshop where you ordered the item.

I want to cancel an order and have my money returned.

Pay. only handles the payments. Contact the webshop where you ordered the item to cancel your order.

I am unable to contact the webshop.

If you cannot get in touch with the webshop, please contact us. We may be able to give you other public contact details. If this is not possible, we will try and contact the webshop.

Contact.

How can I contact Pay?

Do you have a question regarding a payment? You can request the details of the payment online. You can also contact us by telephone at 0900- payinfo (or 0900- 729 46 36) (€ 0.15 per minute). Our customer service can be reached from 9:00 a.m. to 5:30 p.m.

If you are a webshop owner and have questions about the services of Pay. you can contact us via email, phone and live chat. The live chat can be found on our front page and in the Admin Panel.

When can Pay. support be reached?

Pay. can be reached by phone and via the live chat on working days from 9:00 a.m. to 5:30 p.m. Questions submitted via email will also be answered during the weekend, if possible.

I would like more information before I register an account.

Do you have any questions regarding the services of Pay? Our sales team is available to assist you during office hours at the telephone number +31(0) 8888 66666 or via email.

Which address do I contact if I have a technical question?

If you have technical questions, you can reach us on working days from 8:30 a.m. to 6 p.m. via live chat, email or by telephone: +31 (0) 8888 66622.

How can I become a Business Partner of Pay?

Pay. has already entered into many successful partnerships. Partnerships in which we mutually benefit from each other’s knowledge, innovation, and network. We collaborate, for example, with webshop developers, hosted webshops, providers of payment methods, and companies that developed a plugin that uses Pay.

We are, of course, always looking for new partnerships. Do you think your company would be a good addition to our partner network? Please fill out the following form.

Registration.

Can I register an account for a company outside the Netherlands?

Currently, we can accept companies from the following countries: The Netherlands, Belgium, Luxembourg, and France.

Can I register an account for multiple companies?

Yes. Each company that will be using the services of Pay. must be registered seperately.

If you already have an account with Pay, you can enter your email address and password for this account during registration to automatically link the registered company to your account.

How soon can I start receiving payments?

You can start receiving payments immediately after registration. If we have received your documents and these have been approved, we can proceed with paying out outstanding funds.

I registered an account, but I have lost the details.

You can request your password by entering the email address you used for registering. You will then receive an email that you can use to reset your password.

Please note: The above email is sent automatically. Depending on your email client the email message may end up in your 'junk mail’ folder.

I do not have a business bank account. Can I register an account?

No, unfortunately this is not possible. We can only accept businesses with a business bank account.

Which documents do I have to submit after registration?

After registration you have to submit the following documents: a copy of your ID card, passport or driving license, a copy of a bank statement, a copy of your Chamber of Commerce extract, and the signed agreement. You can download the agreement via the Admin Panel (Company details page).

You can simply upload the requested documents via the Admin Panel. The documents will be checked within 1 working day. You will receive a confirmation after each document check. We can proceed with payment of your funds once all documents have been approved.

Do I get a referral reward when I refer a company?

Pay. offers an extensive referral programme which offers you a reward for every account you refer. The level of the bonus and additional information can be found on this page.

Features.

What features does the Pay. app offer?

With the Pay. app you always have all important information about your online payment traffic and system at your fingertips. We have incorporated useful features from the Admin Panel, for example creating and sending payment links, a transaction overview with detailed information on each payment, and statistics information, such as turnover per day, month or quarter.

The Pay. app is available for free for iPhone and Android devices.

Can I include a trade name in a transaction?

Yes, this is possible from a paid package. In the free Pioneer package, only your company name is shown with a payment.

If you want your trade name to appear on your customer's bank account statement, you must use at least the Professional package. A condition is that the trade name is stated on the Chamber of Commerce extract.

 

Can I support the transactions in my accounting programme?

Pay. offers the possibility to export MT940 and CSV files. These 2 formats can be imported in almost all accounting programmes.

In the Pioneer package, you can only generate these files per payout. From a paid package you can export one MT940 or CSV file in which multiple payments are grouped. This way you only need to import one file into your favourite accounting programme.

Additionally, it is possible to create a link to the Exact accounting module.