Paid via Pay.nl

Do you have a question about a payment?

On this page, you will find more information about Pay. If you have a question about a specific order you have made, please contact the (web)shop where you placed the order. 

PAY. Beeldbank fotografie0992
PAY. Beeldbank fotografie0992

Pay. is stated on your bank or credit card statement. What does that mean?

Pay. is a payment provider. This means that we make online payments possible under the supervision of De Nederlandsche Bank. If there is a payment to Pay.nl on your bank or credit card statement, this means that a payment has been made through our systems.

To manage your payment securely, you pay an online store via Pay.nl. We then transfer the payment to the store or webshop for which the payment is intended. 

What should I do if...

... I don't trust the webshop and want more certainty?

All Pay. affiliated webshops are extensively screened. However, it is still possible that an online retailer can act illegitimately. If you suspect this, you can contact us

And as with all online purchases—always use common sense. Remember that if something seems too good to be true, it often is. 

... I can't find the contact details of the webshop?

If you have a question about a payment or if you want to get in touch with the website or webshop where you made a purchase, you can fill out our payment form.

... I have not made a payment?

If you suspect fraud, we would first like you to (double-)check that you definitely do not recognise the payment. You can request information about your payment within 1 minute with an information request. Do you want more information about fraud? Then read our fraud information page

... I want to know if my payment has been received correctly?

Have you paid over a website or webshop and want to know if it has been received in good order? Check it with the payment form

When you fill out this form, you will see the contact details of the relevant website or webshop. However, as some companies trade under different trade names, the company may not match the URL of the website or webshop. 

... I have stated the wrong reference when making a transfer?

If you used an incorrect payment reference for a bank transfer, we will try to link this payment to the correct transaction. If we can not find a matching transaction, the payment will immediately be refunded to your account. You will then usually have your money back the very next day. However, for transfers between different banks, this can take a few days. And for foreign transfers, this can even take between 5 and 10 business days. 

If you transfer the amount again and state the correct payment reference, we can link the payment and ensure the transaction is subsequently completed. Alternatively, you can choose to place the order at the online shop again. You can then pay for it using a different payment method.

... I have made a wrong transfer?

As soon as we receive a payment that does not match the known data and/or transaction description of the transfer, the amount will be refunded to your account. This takes a maximum of 3 working days. 

... I want to cancel a subscription service?

When you purchase a subscription service for which Pay. takes care of the payment and you want to cancel that service, please contact the relevant website or webshop. You can find the company's contact details with our information request form. We have drawn up a number of rules for companies that sell subscription services. This includes the requirement for customer service to be available.

Can't reach the customer service of the website or webshop? Or do you have a complaint about the service? Fill in the contact form or call our customer service department during office hours on 0900-729-4636 (€0.15 per minute).

... I haven't received my order yet?

As soon as a transaction receives the 'paid' status on our system, Pay. immediately sends a notification with this information to the website or webshop. The online retailer can then continue to process the order. Don't have the contact details for the website or webshop? You can find the company contact details with our information request form.

Can't reach the customer service of the website or webshop? Or do you have a complaint about the service? Fill in the contact form or call our customer service department during office hours on 0900-729-4636 (€0.15 per minute).

Despite careful, extensive screening, it is still possible that a website or webshop suddenly no longer delivers. For PAY., it's important to receive alerts of this as quickly as possible. That's why we use a guarantee fund in the event of fraud. Do you want to know if you qualify for this? Go to: https://www.pay.nl/garantiefonds

... I want to cancel an order?

If you want to cancel an order that you have already paid for, you must contact the relevant website or webshop. You can find the company contact details via our information request form. The Distance Selling Act applies to all purchases made online. More information about this Act can be found on the consuwijzer website, an initiative of the Dutch Authority for Consumers and Markets (ACM). 

... I want to return/exchange an order?

If you want to return or exchange an order, you must contact the website or webshop from which you made the purchase. You can find the company contact details via our information request form. The Distance Selling Act applies to all purchases made online. More information about this Act can be found on the consuwijzer website, an initiative of the Netherlands Authority for Consumers and Markets (ACM).