Welcome to Ratepay

Unfortunately, a retroactive change of payment method is not possible for technical reasons. You can find the payment methods available for your purchase in your online shop’s Terms & Conditions.

Unfortunately, it is not possible to change the delivery address after the order since the data you provided is the basis for the risk assessment for external credit agencies.

A retroactive payment method change is not possible. We therefore ask you to settle your invoice within the payment term indicated in the order.

Legitimization is required to change your e-mail address. For this purpose, simply call our customer service. Please understand that we are not allowed to reply to unknown e-mail addresses for privacy protection reasons. Changing an e-mail address is only required when you expect further correspondence from us. If this is not the case, it is sufficient to enter your new e-mail address with a new order.

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

Ratepay creates and sends invoices when the retailer informs us that the goods have been shipped. There may be a delay since the electronic transmission of the invoice is faster than the postal shipping of the goods. If you still have not received your goods within the next few days, please contact online shop directly. Your online shop will check your order and the whereabouts of the goods and will inform us in the event of delivery issues or delays.

When placing an order you need to enter your name, address, e-mail address, date of birth and telephone number. The retailer transfers to us the data you have provided to us. For this reason, it is important that your information is entered without mistakes otherwise important documents cannot be delivered.

No, you do not receive an updated invoice.

If you only returned part of your order, simply subtract the amount for the returned goods from the total amount and pay the difference.

If the invoice is sent through Ratepay you will find it in your email account.
If the invoice is sent by the retailer we unfortunately do not have access to the documents. In this case, you can contact your retailer directly via the contact form.

The retailer automatically creates the invoice after the shipment of the goods. You should at the latest receive the invoice when the goods arrive – either by e-mail or enclosed with your delivery of the goods.

In the case of a service, you do not receive an invoice; instead, you receive a booking confirmation directly from the provider. Depending on the cooperation with the retailer, the invoice will be sent from Ratepay or directly from the retailer’s online shop.

Unfortunately, we cannot 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. The retailer will check your order and the whereabouts of the goods. The retailer will inform us in the event of delivery issues or delays.

During our hectic day-to-day lives, it is possible that the data you entered in the payment (bank transfer) does not match the data of the actual transaction (of the invoice). In such cases, it is possible that the payment has gone to a different bank account or was not matched to your customer account because the payment purpose field was not filled out. Please check that all information was entered correctly when you made the payment.
Make sure to use the payment purpose field and the bank information as is stated in your receipt.
Please pay each invoice individually in order to ensure immediate booking of your payment.
For business customers there is generally the option to perform collective payments. Please always send us a payment advice note when doing so.
The usual bank processing times for money transfers is up to three business days. You will receive an e-mail confirmation, as soon as we have registered the receipt of payment. If you have not received it and your payment was assigned some time ago, please contact us directly via the contact form.
In order for us to perform a detailed check, we require the date of payment, the amount transferred, the name of the payee, the IBAN that the payment was made from, and the payment purpose that was 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. For instance, it is possible that a scammer has used your data to make orders on one of our partner’s online shops. You generally only notice this once you receive a payment reminder or a collection letter. If you have not 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 simply 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 will 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.

In this case, you can simply contact the retailer directly via their contact form.
The retailer is 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 advise against using the real-time transfer method.

Experience has shown that the smallest interruptions in the online transfer to your banking institution can cause your transaction to be aborted and thus your transfer to Ratepay has not taken place. If you have already initiated your real-time transfer, it is best to check your account statement a few hours later to see whether your payment was reversed by your banking institution.

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

If your direct debit transaction could not be withdrawn at the moment of billing, we automatically convert your payment method to bank transfer. However, please also 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 as well as the corresponding payment purpose so that we can clearly match your payment.

A credit is automatically returned to the payers’s bank account. 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 debt related to your purchase, we do not have access to the retailer’s accounts where the purchase was made. Since we use our own bank connection for payment processing, we recommend that you contact the retailer and have the payment reversed. After this is done, simply transfer the amount to the account specified in the invoice, indicating the payment purpose.

Yes, as soon as the bank transfer can be matched to your order you will receive a payment receipt confirmation via e-mail.

After you have made a bank transfer it can take up to three business days due to bank processing times until we receive your payment and it has been matched.

If your preferred Ratepay payment method is not available, you can of course use another available option, e.g. credit card. If you suspect the denial was due to an incorrect data entry, simply start again and enter the correct data.

Do you have orders that are still open or unpaid? In most cases, it is enough to check and settle them. Otherwise, you can contact the credit agency directly and check whether the data they have processed is up-to-date and correct. Unfortunately, we cannot arrange to have this done on your behalf.

If the reason for the denial is still unclear from your perspective, we are happy to help you. Please simply use the contact form on our website for your inquiry.

The online retailer decides automatically whether to accept or deny your order request based on the risk assessment. A denial can have different reasons.
It can happen that the Ratepay payment methods are not available for your order. In addition to reasons of creditworthiness, this may also be due to the following:

• The combination of your name and your address could not be found. This can be the case if there are spelling errors, you have moved to a different address, or have gotten married.
• If your invoice and delivery address differ, please enter a pack station or a company address in the invoice address field instead of the one you have initially entered
• The personal purchase limit has been exceeded by the order request. This can occur when there are orders that are still outstanding.

Our risk system automatically determines the probability of payment default based on various criteria. This includes, for instance, various internal data points, our experience in the area of online payments or payment processing. In addition to our own mechanisms for risk assessment we also use information from external service providers, such as SCHUFA, when necessary. You can find further information in our data protection regulations.