Welcome to Ratepay

We understand this can be frustrating, but changing the payment method after purchase isn’t possible. Please check your shop’s terms & conditions for available options before ordering.

For security reasons, the delivery address can’t be changed after your order is placed. This is because the data you provide forms the basis for the risk assessment carried out by external credit agencies. If there’s an issue, please contact the shop directly—they can assist you further.

Unfortunately, a retroactive payment method change isn’t possible. We therefore ask you to settle your invoice within the payment term indicated in the order.

To update your email address, we need to verify your identity for security reasons. Please contact our support team via the link below.

It’s unfortunately not possible to change the billing address or the recipient of the invoice retroactively. However, if a change of this kind is unavoidable, it’s possible to cancel the current order with the retailer and place a new one with the new billing address and/or invoice recipient.

Ratepay creates and sends invoices as soon as the retailer confirms shipment. There may be a delay since the electronic transmission of the invoice is faster than postal shipping. If you don’t receive your goods within the next few days, please contact the online shop directly. They will check your order and inform us if there are any delivery issues or delays.

When placing the order, you need to enter your name, address, e-mail address, date of birth, and telephone number. The retailer shares the data you’ve provided with us. For this reason, it’s important that your information is entered without mistakes; otherwise, important documents can‘t be delivered.

Yes! You can easily generate an updated invoice in our Buyer Portal. Here’s how: 1. Log in to the Buyer Portal. 2. Select “Pay for selected items.” 3. Choose the items you want to keep. 4. The amount updates automatically. Scan the new QR code to pay via your banking app.

Don’t worry, this can sometimes happen. If Ratepay sent the invoice, check your email inbox and spam folder. If the online shop sent the invoice, we unfortunately don’t have access to it. In this case, please contact the online shop directly via their contact form.

For goods: The retailer creates the invoice after the shipment of your order. You should at the latest receive the invoice when the goods arrive – either by e-mail or with your delivery. For services: You’ll receive a booking confirmation instead of an invoice, directly from the provider. Depending on the retailer’s setup, the invoice may come from Ratepay or the retailer’s online shop.

Unfortunately, we can’t give you any information about this since we do not have access to your retailer’s logistics information. Please contact the retailer directly with your concern. They’ll check your order and inform us in the event of delivery issues or delays.

What to do: 1. Check that you used the correct bank details and payment purpose from your invoice. 2. Pay each invoice separately for faster processing. 3. Allow up to 3 business days for bank transfers. You’ll get an email confirmation once we register your payment. If you still didn’t receive a confirmation, please contact our customer support via the contact form and provide: - Date of payment - Amount transferred - Name of payee - IBAN used - Payment purpose entered.

Sometimes overlaps can happen that simply need to be resolved. Please contact the retailer directly with your concern, for instance, via the contact form on their website. The retailer will check your order and the whereabouts of the return.

This could be a matter of an incorrect entry of information or a case of fraud. It’s for instance, possible that a scammer has used your data to make orders on one of our partner’s online shops. You usually notice this when you receive a payment reminder or collection letter. If you haven’t ordered anything from one of our partners but have received a payment reminder or a collection letter from one of our collection partners, we recommend that you file a complaint with the police. Only in this way can law enforcement authorities begin investigations so that we can track the occurrence for you.

Please send us the report (or the file number and contact information) listing the procedure number of this message to anzeige@ratepay.de. Please also provide our e-mail address, auskunftsersuchen@ratepay.de, to the police, should they have any questions. We’ll check your complaint in detail. In addition, the customer account will be blocked so that no further orders can be made with it. We will contact you if questions come up as part of the process. You are not required to take any further measures.

They are still your direct contact partner for any questions about your order, especially with regard to the following topics: - Ordered items - Returns or cancellations - Discount promotions or credit - Return delivery or complaints - Delivery times or deliveries that have not been received

We generally don't recommend using real-time transfers, as minor interruptions during the online transfer can cause your transaction to fail, meaning that your payment to Ratepay may not go through. What should you do if you have already initiated a real-time transfer? Check your account statement after a few hours to see if the payment has been reversed by your bank.

Unfortunately, a retroactive change of payment due date is not possible.

If your direct debit transaction couldn’t be withdrawn at the time of billing, we automatically convert your payment to bank transfer. However, please consider that return-debit fees accrue whenever a debit transaction is unsuccessful, which will be added to your payment. The following applies to bank transfers: please only use the account information that is on the payment reminder and the corresponding payment purpose so that we can match your payment.

Credit will be returned to the payer's bank account automatically. This takes place several times per week. According to the regular bank processing times, it can take up to three business days until you receive the payment.

Although we are the owner of the claim related to your purchase, we unfortunately do not have access to the accounts of the retailer where the purchase was made. Since we use our own bank account for payment processing, we recommend that you contact the retailer directly and have the payment reversed. Afterward, you can simply transfer the amount to the account specified on the invoice, stating the purpose of the payment.

Yes, as soon as the transfer can be assigned to your order, you will receive a payment confirmation by email.

After you've initiated a bank transfer, it can take up to three business days for us to receive and allocate your payment due to bank processing times.

If your preferred Ratepay payment method isn't available, you can, of course, use another available option, such as a credit card. If you suspect that the rejection is due to incorrect data entry, we recommend that you repeat the checkout process and enter the correct data. Do you have any outstanding or unpaid orders? In most cases, it's sufficient to settle these. Otherwise, you can contact the credit agency directly and verify that the data they have on file is up to date and correct. Unfortunately, we cannot do this on your behalf. If you're still unsure why your payment was declined, we're happy to help. Please use the contact form on our website to reach our customer support team.

The online shop automatically decides whether to accept or reject your order based on a risk assessment. There are various reasons why your order may be rejected. It’s possible that the Ratepay payment methods are not available for your order. In addition to creditworthiness issues, this may also be due to the following reasons: - The combination of your name and address couldn't be found. This may be the case if there are spelling mistakes, you have moved, or you have gotten married. - If your invoice and delivery addresses differ, please enter a packing station or company address in the invoice address field instead of the address you originally entered. - The personal purchase limit has been exceeded by the order request. This can happen if there are still open orders.

Our risk system automatically determines the probability of payment default based on numerous criteria. These include, for example, various internal data points, our experience in the field of online payments, and payment processing. Additionally, we also use information from external service providers such as SCHUFA when necessary. You can find further information in our data protection regulations.