Customer Support

We try to make the shopping experience easier for you. If something went not as expected, give a look to our advice. Maybe the answer to your question is already there.

How soon do I have to pay the invoice?

The payment has to be made as soon as you receive the invoice.

To which bank account do I pay the invoice amount?

The bank account is stated in your invoice. When you do the bank transfer provide the payment reference as well.

Can I pay by other methods different than a bank transfer (e.g. Paypal, Skrill, Visa, Diners' card, cash, etc.)?

Due to organisational and legal reasons, we can only accept payments to the account indicated on your invoice. The payments can be done via bank transfer/netbanking.

I can’t pay the invoice immediately. Can I delay the payment?

The payment has to be made as soon as you receive the invoice. However, if you need assistance concerning the payment, send a request to info.paylater@paysafe.com and we will provide you with all the necessary information.

I've already paid for the items. Why do I still receive reminders/ warnings?

We are dependent on third parties handling orders, deliveries and returns. In individual cases, there might be an overlap between their processing and our reminders being sent. If you have already transferred the invoice amount, disregard the notice and excuse us for any inconvenience caused.

I have already paid for the items and then sent them back to the merchant. How do I get my money back?

The money will be transferred automatically back into your bank account. The transfer will be done as soon as the merchant has acknowledged the return. Have in mind eventual dealer's provisions in relation to returns.

I’ve transferred the money directly to the merchant. What happens now?

Then it is necessary that you contact us. We will solve the issue quickly in cooperation with the merchant. There is no need to do the bank transfer again.

How can I return the ordered goods?

For questions concerning returns contact your merchant directly. He/She will be able to help you returning your order.

I've already returned the items to the merchant. Why do I receive payment reminders/warnings?

We are dependent on third parties handling orders, deliveries and returns. In individual cases, there might be an overlap between their processing and our reminders being sent. If you have already returned the goods, disregard the notice and excuse us for any inconvenience caused.

I haven’t received (all) my goods, but I have received an invoice/payment reminder. How do I get my items?

It is necessary that you contact the merchant immediately in order to clarify what is happening with your items.

I sent back some of the items. Will I receive a new invoice with a new total?

It is necessary that you contact the merchant from whom you made the purchase. For the ordered goods you are keeping, you can still make the transfer by deducting the amount for the items returned from the total amount on the invoice and paying the rest.

I have not received the invoice. Can you send me a copy of it?

It is necessary that you contact the merchant from whom you made the purchase. We can also let the merchant know if you send a request to info.paylater@paysafe.com.

I have not received any reminders but the last one. How is that possible?

The reminders are forwarded to the email address you provided your merchant with. Please check your inbox and eventually the Spam folder, as some filters wrongfull classify our reminders as spam. You can also send a request to info.paylater@paysafe.com and we will provide you with all the necessary information.

I have not received the invoice, but I already have the goods. Do I need to pay?

Yes. It is also necessary that you contact the merchant from whom you made the purchase for further information about your invoice. We can also let the merchant know if you send a request to info.paylater@paysafe.com.

I have received a payment reminder but no invoice. Why?

We are processing the payments on behalf of our partner banks and merchants. The invoice is sent from the merchant himself. However, if you have not received the invoice, it is necessary that you contact the merchant. We can also let the merchant know if you send a request to info.paylater@paysafe.com.

Why did I receive a payment reminder from payolution?

We are an external specialist in payment by invoice and payment in installments. We are processing the payments on behalf of our partner banks and merchants. That is why you received the payment reminder from us.

Why is the account not in the merchant's name?

The merchant is working with us as an external specialist in invoice purchase and purchase in instalments. A special bank account has been set up to allow invoice purchases to be dealt with quickly and smoothly. The recipient account is held in the name of our partner bank.

Contact Info

Support for customers

Tel. Austria 0800 404 33 00
Tel. Germany 0800 404 33 00
Tel. Switzerland 0800 404 33 00
Tel. the Netherlands 0800 020 27 75
Tel. the United Kingdom 0800 031 83 69

info[.]paylater[at]paysafe[.]com