Disputes Management

Resolve complaints from dissatisfied customers.

Complaints are no fun for anyone. It's more challenging to run your web shop, pack packages and come up with new marketing campaigns than putting time into dealing with problems. However, an unsatisfied customer can seriously damage your business with today's social media pressure. A bad review on Facebook, Trustpilot, a complaint on klacht.nl or a forum full of bad experiences actually result in fewer purchases in your webshop.

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A buyer can request your contact information up to 35 days after ordering.

It is the customer's responsibility to contact you. If your customer does not get an answer, it is possible to start a dispute. You can also call Pay. on the consumer line (0900-payinfo).

If a dispute has been initiated, you will receive an e-mail from Pay. You can then possibly easily refund the payment to the buyer. If the buyer does not respond within 7 days then the case is considered closed. If the merchant does not respond to a dispute within 7 days, Pay. will contact you. Also, we can then settle the dispute (determine if the complaint is valid). If you have many disputes, we may charge a fee. We may also find you unsuitable to work with us in the future.

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