Welcome to Ratepay. We organize the payment process for your online shop.
Here you will find answers to your questions about payment reminders, credit, installment plans, and more.
What is Ratepay and who do we work with?
We exist so you can pay easily, conveniently and safely online.
We take care of the payment transactions for many of the largest online shops, such as Otto, Eurowings and About you. Our products include installment payments with immediate online confirmation, Open invoice, direct debit, and prepayment. Do you have questions about your invoice or about Ratepay? Simply take a look at our most frequently asked questions:
Frequently asked questions.
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 later on since the data you provided is the basis for the risk assessment for external credit agencies.
A retroactive change of payment method is not possible. We therefore ask you to settle your invoice within the payment term confirmed 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 permitted 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 make a new order with the new billing address and/or invoice recipient.
The automated process for creating and sending the invoice is initiated by your retailer with notification of shipment of the goods. There may be a time overlap 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 your online shop directly. To do so, simply use the contact form in your MyRatepay customer portal. Your online shop will check your order and the whereabouts of the goods. The retailer will inform us in the event of delivery issues or delays.
You order with your name, address, e-mail address, date of birth and telephone number. The retailer transfers the data you have entered 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 MyRatepay customer portal. Simply retrieve the corresponding order in the portal.
If the invoice is sent by your online shop we unfortunately do not have access to the documents. In this case, you can contact your retailer directly via the contact form in your MyRatepay customer portal.
Your retailer initiates the automated process to create and send the invoice with notification of shipment of the goods. You should receive the invoice when you receive the goods at the latest – 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 your retailer, the invoice will be sent from Ratepay or directly from your online shop. All documents that are sent directly through us can be found in your MyRatepay customer portal.
Unfortunately we cannot give you any information about this since we do not have access to your retailer’s logistical data. Please contact your online shop directly with this concern. Your online shop will check your order and the whereabouts of the goods. The retailer will inform us in the event of delivery issues or delays. You can reach your online shop directly via the contact form in your MyRatepay customer portal.
During the hectic of day-to-day life it is possible that the data entered in the payment does not match the data of the actual transaction. In such cases it is possible that the payment has gone onto a different bank account or was not assigned to your customer account because the payment purpose field was not filled out. Please check that all information was entered correctly and completely when you made the payment. Be sure to use the reason for payment 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 are up to three business days. As soon as we have registered the receipt of payment, you will receive a confirmation of receipt of payment via e-mail. If you have not received it and your payment was assigned some time ago, please contact us directly via the contact form in the MyRatepay customer portal.
In order to perform a conclusive 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 occur that simply need to be resolved. Please contact your online shop directly with this concern, for instance via the contact form in your MyRatepay customer portal. Your online shop will check your order and the whereabouts of the return. You can also retrieve the corresponding order in your MyRatepay customer portal and see the current status of returns that have already been made.
It is possible that this is 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 in our partner 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 receive 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 certificate (or the file number and contact information for the agency) listing the procedure number of this message to email@example.com. Please also give our e-mail address firstname.lastname@example.org 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 processing. You are not required to take any further measures.
Generally, you can call up all of the information that we have about your order in your MyRatepay customer portal. Arranged credit or other arrangements with your retailer that haven’t appeared here yet have not been reported to us yet. In this case, you can simply contact your online shop directly via the contact form in your MyRatepay customer portal.
Your online shop is still your direct contact partner for any questions about your order, especially with regard to the following matters:
- Ordered goods or items
- Returns or cancellations
- Discount promotions or credit
- Return delivery or complaints
- Delivery times or deliveries that have not been received
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 money transfer. However, please also consider that when a debit transaction is unsuccessful, return-debit fees accrue that you will have to pay. The following applies to money 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 allocate your payment. The account data for your order can also be found in your MyRatepay customer portal.
Credit is automatically returned to the payee’s bank account which is on file in the customer account. This is done several times per week. In accordance with regular bank processing times it can take up to three business days until you receive the payment. You can check your MyRatepay customer portal at any time to see if your credit has been generated or if it has already been paid out.
Although we are the owner of the debt related to your purchase, we do not have access to the online shop accounts where the purchase was made. Since we use our own bank connection for payment processing, we recommend that you contact the online shop 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 money transfer can be allocated to your order you will receive a payment receipt confirmation per e-mail. In addition, the payment receipt of the respective order will also be displayed in your MyRatepay customer portal.
After you have made a money transfer it can take up to three business days due to bank processing times until we receive your payment and it has been allocated. You can view the detailed status of your customer account at any time in your MyRatepay customer portal.
No problem, you can easily reset your password.
- Go to www.myratepay.com
- Click the “Login” button and the “Forgot password” link
- Enter your e-mail address
- You will receive an e-mail with a link to reset your password
- Select a new password
- Now you can use it to log into your MyRatepay customer portal
Check your spam folder and other sub-folders in your e-mail inbox. If you do not find any email from Ratepay, you can contact our customer service via the contact form /kontakt/ on our website.
Simply use the registration form at www.myRatepay.com. It’s this easy:
- Enter your e-mail address that you used when ordering in the online shop.
- Enter the payment purpose printed on the invoice (starting with GD, DN or DG).
- Select a password.
- Click the “Register” button.
- ou will receive an e-mail so that we can ensure that no one else is acting in your name. Click on the link in your confirmation e-mail.
That’s it. Welcome to the MyRatepay registration page.
The MyRatepay customer portal allows you to get information about all the orders you have made with Ratepay payment method at any time free of charge. In particular, the MyRatepay customer portal offers the following:
- Password protected login
- Overview of the orders you have made with Ratepay payment methods
- Display of payments that are still outstanding
- Display of payments that have already been made per order made
- Contact with Ratepay customer service or directly with your merchant
- Access to correspondences and documents sent through Ratepay
If your preferred Ratepay payment method is not available, you can of course us another payment method offered by the online shop, e.g. credit card payment. If you suspect the denial was due to an incorrect data entry,simply reenter the order 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 you have a different delivery address, enter a packstation or a company address as the invoice address instead of the address you 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 experiences 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.