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CUSTOMER SERVICE: HOW CAN WE HELP YOU?

Contact for returns, cancellations and late shipments remains your online shop!
Top 5 questions
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My SEPA mandate moves from Net-m-bank to Klarna, do I have to do anything?

No you don’t have to do anything. The letter or email that you have received is only to inform you about this change. In the future, you will see “Klarna” instead of “net-m-bank” on your bank statement.

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I haven’t received a VAT invoice.

You have not received a VAT invoice or would like to request another copy of a VAT invoice? Please contact your online retailer.

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Where can I view my orders?

You can view your orders in My BillPay, BillPay’s customer area.

Please go to My BillPay and click on ‘Register’ on the top right hand side of the page. Now you can log in using the e-mail address you used when placing your order and an order reference number (e.g. of the last order you paid for via BillPay). We will then send you an e-mail containing a link with which you can activate your My BillPay account.

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Can I extend my payment deadline?

Yes, you can extend payment deadlines for your orders.

You can make the change easily in My BillPay. You can shift the date of payment by 5, 30 or 60 days. The first time you login, please use your e-mail address and your BillPay order number, which you can find on your invoice. You can then set a new password. Currently, a payment extension is only available for invoice in Germany and only applies to orders that are up to a certain value.

Following the payment extension, a change to the original payment date will no longer be possible. For this reason a reimbursement of the incurred service charge will not be possible.

Please note: Currently the extension of a payment deadline is not possible for orders in Switzerland.

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I cannot pay via BillPay.

BillPay verifies the identity and creditworthiness of customers who wish to pay with BillPay.
Unfortunately it is not possible to offer all customers payment via BillPay. There may be a number of reasons for this:

  • Your address cannot be verified. This may be the case if you have recently moved.
  • You have provided a company address.
  • You have entered a nickname ( e.g. Tom instead of Thomas), or an alias.
  • The billing address differs from the delivery address.
  • The delivery address is not a valid address.
  • BillPay or the data sources BillPay uses have had a negative payment experience with the customer.
  • There are too many unpaid orders with BillPay. Please check any outstanding bills and pay them so you can make further purchases via BillPay.
  • The cost of the purchase exceeds your individual order limit.

I already paid
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How can I check that my payment was received?

You’ll find an overview of all your orders in your My BillPay account. There you can see whether your payment has been processed or not.

Please remember that it might take up to 4 working days for your payment to be processed.

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I transferred the funds to the merchant’s account.

Please get in touch with the online shop and transfer the funds to BillPay.

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I transferred the funds to the incorrect BillPay account.

BillPay uses different accounts to process payments.
To which account did you transfer the funds?

IBAN:*

Your First and Last Name:*

Ihre E-Mail-Adresse:*

Order ID:*

Usage:*

Your Message:*

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I have transferred too much money.

No problem, BillPay will transfer the amount back to you. Please provide the following information:

Your First and Last Name:*

Telephone Number:

Your Email Address*

Your Order ID

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Why have I received a payment reminder?

Please check your account statement to see if you have transferred the full amount and whether it went to the correct recipient. We cannot view your merchant’s corporate account. If you have made the payment to your merchant, please contact your merchant’s Customer Service Team so that your payment can be located and BillPay can be notified. If you made a payment to BillPay, please provide us with the account details used for the transaction:

  • Account name
  • Account number
  • Amount
  • Reference
  • Date of transfer

I'd like to pay
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Can I pay for my order immediately?

If you have made a purchase by direct debit, you can only make your payment when the payment is due.

I´ve got an issue with paying
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I haven’t received a VAT invoice.

You have not received a VAT invoice or would like to request another copy of a VAT invoice? Please contact your online retailer.

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I cannot pay via BillPay.

BillPay verifies the identity and creditworthiness of customers who wish to pay with BillPay.
Unfortunately it is not possible to offer all customers payment via BillPay. There may be a number of reasons for this:

  • Your address cannot be verified. This may be the case if you have recently moved.
  • You have provided a company address.
  • You have entered a nickname ( e.g. Tom instead of Thomas), or an alias.
  • The billing address differs from the delivery address.
  • The delivery address is not a valid address.
  • BillPay or the data sources BillPay uses have had a negative payment experience with the customer.
  • There are too many unpaid orders with BillPay. Please check any outstanding bills and pay them so you can make further purchases via BillPay.
  • The cost of the purchase exceeds your individual order limit.

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My account was not debited.

Please note that in the case of a failed direct debit a second attempt is made about 10 days later. We ask you to check that your account contains sufficient funds to ensure that the collection can take place successfully. If the second collection fails, you will receive an e-mail containing our bank details and the required reference so that you can make a transfer directly to BillPay.

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The invoice amount is incorrect.

We ask for payment of the amount that your online merchant submits to us. If your merchant has failed to take a discount or coupon into account, please get in touch with your merchant’s customer service team. If you have returned or partially returned your order, please allow 10 days for your dealer to correct the invoice amount with BillPay.

Manage payments
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Can I change the billing date for my payment instalment?

Yes, you can change the billing date once for each order. The newly selected date applies for the next instalment that is due as well as all upcoming instalments. You can easily make the change in your My BillPay area. Simply click the button ‘Change billing date’ for the order in question and choose a new billing date.

Please remember that we can only take payments on working days, therefore there might be a slight modification to your desired billing date.

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Can I extend my payment deadline?

Yes, you can extend payment deadlines for your orders.

You can make the change easily in My BillPay. You can shift the date of payment by 5, 30 or 60 days. The first time you login, please use your e-mail address and your BillPay order number, which you can find on your invoice. You can then set a new password. Currently, a payment extension is only available for invoice in Germany and only applies to orders that are up to a certain value.

Following the payment extension, a change to the original payment date will no longer be possible. For this reason a reimbursement of the incurred service charge will not be possible.

Please note: Currently the extension of a payment deadline is not possible for orders in Switzerland.

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Why can I not extend my payment deadline?

There can be different reasons that this service is not available to you. Please remember that the extension of a payment deadline is only available for invoice. The decision applies to orders up to a certain amount and is based on an internal review.

Please note: Currently the extension of a payment deadline is not possible for orders in Switzerland.

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Why can I not pay in instalments?

Please remember that BillPay does not offer instalment plans.

About my order
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I have not yet received my order.

Please contact your merchant immediately to receive your goods as quickly as possible and to change your payment date. If you have received a payment reminder from BillPay, please contact your merchant immediately. We appreciate your understanding that BillPay, as a service provider, can only change the due date of your payment upon the instigation of the merchant.

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I have returned the goods or the goods were faulty.

Please contact your merchant immediately so that he can confirm the return / partial return. Please note that BillPay can only accept and process returns upon the instigation of the merchant.

If you have received a payment reminder from BillPay, please contact your merchant immediately. Please note that BillPay, as a service provider, can only change the due date of your payment upon the instigation of the merchant.

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I cancelled my order.

Please contact your merchant immediately so that he can confirm the cancellation / partial cancellation. Please note that BillPay can only accept and process cancellations upon the instigation of the merchant. As soon as the merchant has confirmed the cancellation we will initiate the reimbursement process, which will take a a few days to complete.

Reimbursements are always made to the account from which the payment was initially made.

About SEPA
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What is SEPA?

SEPA replaced the previous national direct debiting systems on 01.02.2014. The introduction of SEPA (Single Euro Payments Area) was initiated by the EU in March 2000. The SEPA payment procedure simplifies cashless payments and direct debits within the European Union, the European economic area, as well as Switzerland and Monaco. Transactions and direct debits to SEPA-countries will be as fast and as simple in the future as domestic payments are today.

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What is IBAN and BIC?

The IBAN (International Bank Account Number) and the BIC (Business Identifier Code) replace the account number and the sort code. IBAN and BIC must be used from 01.02.2014.

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Where do I find my IBAN and BIC numbers?
Your IBAN and BIC numbers can be found in your online bank account, on your bank statements and/or on your cash card. If you cannot find your IBAN and BIC, please enter your account number and sort code into the converter below. We will then convert them for you. The conversion is not guaranteed and is currently only available for German accounts.
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What is preliminary information?

Every notification (e.g. invoice, policy, agreement) provided to the payer by the debit note issuer, which announces a collection via SEPA direct debit is considered to be preliminary information. Preliminary information must include the payment due date and the exact payment amount and may require multiple direct debits. It must be sent to the payer a reasonable amount of time before the due date so that the payer has the chance to prepare for the debit and ensure there are sufficient funds in the account. The manner of providing the preliminary information is in line with the collection agreement made between the payee and the payment provider.

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What is a mandate?

A SEPA direct debit mandate is the legitimation for the collection of SEPA direct debits. A mandate includes the consent of the payer to the payment collection via SEPA direct debit to the payee, as well as the instruction to the appropriate payment provider of the encashment of the payment.

General questions
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I have another question.

Call or email us:

Mon-Fri 9:00 a.m. – 6:00 p.m. and Sat 10:00 a.m. – 4:00 p.m.
Phone: 0221 669 501 71

Please ask your question here:

First and Last Name:*

Your Email-Address*

Subject

Your Message

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Where can I view my orders?

You can view your orders in My BillPay, BillPay’s customer area.

Please go to My BillPay and click on ‘Register’ on the top right hand side of the page. Now you can log in using the e-mail address you used when placing your order and an order reference number (e.g. of the last order you paid for via BillPay). We will then send you an e-mail containing a link with which you can activate your My BillPay account.

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I haven’t received a confirmation e-mail.

Please check your spam folder and other folders in your e-mail inbox. If you still cannot find an e-mail from BillPay, please get in touch with our customer service team.

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I have forgotten my password.

Below the ‘Password’ field you will see a link called ‘Forgot password?’. By clicking on this link you will receive an e-mail containing a new password. With the new password you can log-in and go to ‘My account’ where you can create a new password.

Contact us
Call or email us:

Mon-Fri 9:00 a.m. – 6:00 p.m. and Sat 10:00 a.m. – 4:00 p.m.
Phone: 0221 669 501 71

Please ask your question here:

First and Last Name:*

Your Email-Address*

Subject

Your Message

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I would like to give feedback. How do I do that?

We’re always here for you and we want to continuously improve our service and product range. That’s why we would love to hear any criticism or suggestions you may have – or compliments too! Please contact our customer service and let us know.

I’m dissatisfied. How and where can I submit a complaint?

Here’s how: If you are dissatisfied, please always get in touch with our customer service. Our agents will do everything they can to find a solution for you. We firmly believe that many problems and misunderstandings are best solved with direct contact.

Simply call or email us:
Mon-Fri 9:00 a.m. – 6:00 p.m. and Sat 10:00 a.m. – 4:00 p.m.
Phone: 0221 669 501 71
Email: service@billpay.de