Paid via Pay.
Do you see Pay. on your bank statement, an unknown account number (NL35 RABO 0117 7136 78), or a description you don't immediately recognize? Then chances are you have made a purchase from a webshop or company that processes its payments via Pay. If you have a question about an order, please contact the (web)shop where you placed the order.
... I don't trust the webshop and want more security?
All webshops affiliated with Pay. are extensively screened. It can still happen that a merchant is not acting legitimately. If you suspect this, please contact us .
And as with all online purchases, always use common sense. If something is too good to be true, it often is.
... I cannot find the shop's contact information?
If you have a question about a payment or want to get in touch with the website or webshop where you made a payment. Send a copy or photo of your bank statement to info@pay.nl.
Make sure all details of the transaction are clearly legible, such as the amount, date and payment reference. Clearly describe how we can help you. You will be notified within 48 hours on business days.
... I did not order a payment?
If you suspect that fraud has occurred, please check first to make sure that you do not recognize the payment after all.
Send a copy or photo of your account statement to info@pay.nl.
Make sure all details of the transaction are clearly legible, such as the amount, date and payment reference. Clearly describe how we can help you. You will be notified within 48 hours on business days.
... I want to know if my payment was received correctly?
Have you made a payment to a website or online store and want to know if it arrived correctly?
Then send a copy or photo of your bank statement to info@pay.nl.
Make sure all details of the transaction are clearly legible, such as the amount, date and payment reference. Clearly describe how we can help you. You will be notified within 48 hours on business days.
... I entered the wrong reference on a wire transfer?
If you use an incorrect payment reference for a bank transfer, we will still try to link this payment to the correct transaction. Can we not find a transaction? Then the payment is immediately returned to your account. You will often have your money back the next day. For transfers between different banks, however, this can take several days. For foreign transfers it can even take 5 to 10 business days.
If you transfer the amount again, stating the correct payment reference, we can link the payment and the transaction is completed. Alternatively, you can choose to place the order again at the web store. You can then pay for it using another payment method.
... I made a wrong transfer?
... I want to cancel a subscription service?
If you purchase a subscription service for which Pay. handles payments and want to cancel it, contact the relevant website or web store.
For companies that sell subscription services, we have a number of rules. For example, the screening by Pay. is stricter and a customer service must be present.
Are you unable to reach the website's customer service or do you have a complaint about the website's service? Please contact us at info@pay.nl orreach us via chat.
... I haven't received my order yet?
As soon as a transaction gets the status "paid" in our system, a signal with this information goes immediately from Pay. to the merchant. The merchant can then proceed with the order. Don't have contact information of the merchant? Send an email to info@pay.nl.
Are you unable to reach the merchant or do you have a complaint about the merchant's services? Please contact us at info@pay.nl or reach us via chat.
Despite careful extensive screening, it is possible that a webshop suddenly stops delivering. It is of great value to Pay. to receive these signals as soon as possible. That is why we operate a guarantee fund for scams and fraud. Want to know if you qualify? Go tohttps://www.pay.nl/garantiefonds.
... I want to cancel an order?
If you wish to cancel an order that you have already paid for, you must contact the relevant webshop to do so.
Please send a copy or photo of your bank statement to info@pay.nl.
Make sure all details of the transaction are clearly legible, such as the amount, date and payment reference. Describe clearly how we can help you. On business days, you will be notified within 48 hours.
The Distance Selling Act applies to all purchases you make online. More information can be found on the website of consuwijzer, an initiative of the Authority Consumer and Market (ACM).
... I want to return/exchange an order?
Please send a copy or photo of your bank statement to info@pay.nl.
Make sure all details of the transaction are clearly legible, such as the amount, date and payment reference. Describe clearly how we can help you. On business days, you will be notified within 48 hours.
The Distance Selling Act applies to all purchases you make online. More information can be found on the website of consuwijzer, an initiative of the Authority Consumer and Market (ACM).Pay. is a payment provider. This means that, under the supervision of De Nederlandsche Bank, we facilitate (online) payments. If a payment to Pay.nl appears on your bank or credit card statement, a payment has been made through our systems. To manage the payment securely, you pay at an (online) store through Pay.nl. We then transfer the payment to the store or webshop where the payment is intended.