Disputes

PAY. does not always know what your customer purchased online. Due to privacy law, that is a matter between the customer (the payer) and you (the seller of the product or provider of your services). If your customer has a complaint about your service, a question about their payment, or the delivery of goods, then your company is the first point of contact. Because both your trade name and PAY.'s company name appear in the account name, we regularly receive consumer questions.

The payer (your customer) can look up their payment via the form on "Paid via Stichting Pay.nl" their payment. The page on which the result is published contains your contact details in addition to the payment information. It is therefore important that you keep your contact information up to date. In this article, we explain how to manage your contact details. We also explain the dispute process.

Looking Up a Payment
Looking up a payment. Contacting the seller and explaining the dispute process.

1. Looking Up a Payment

As you could see in the video, a consumer can request your company's contact details via the form on "Paid via Stichting PAY.nl". This is only possible if you make your contact details publicly available. If you do not do this, you run the risk of a dispute.

Adding Contact Details to the PAY. Admin

Your Contact Details in the Admin

To manage your contact details, click the Merchant button and then the Company Information tab. Now scroll down until you reach the "Contact details" heading.

Here you can enter your contact details. This must be business information. Place your personal details in your private account. If you make your details public, we may share this information with third parties, for example via the contact overview when end users have questions.

To make your contact details available, you must select the Public checkbox and save your change. If you want to make the website address, the contact phone number, and the email address of your customer service publicly available, you need to add 3 lines in the menu. You can add a new line by clicking the + icon.

2. What Is a Dispute?

Dispute Customer View

Your customer can, via the form on "Paid via Stichting Pay.nl", request the contact details of a webshop up to 35 days after the purchase. We then provide the information you are legally required to state on your website, along with the public contact details you have provided. If the customer receives no response using this information, a dispute can be started. It is also possible to call PAY. on the consumer line (0900-payinfo).

If you do not respond to the customer or do not resolve the problem to their satisfaction, PAY. offers the option to start a dispute via the form "Paid via Stichting Pay.nl". Your customer files a complaint against your organization via PAY., for example if goods have not been delivered even though the customer has paid for them.

As soon as a dispute is started by your customer, you will receive an email about it. The confirmation email states that as a PAY. merchant you have 7 days to respond. If you do not respond to a dispute within 7 days, a PAY. employee will contact you. We can also then settle the dispute ourselves (we determine whether the complaint is valid). If you have many disputes, PAY. may charge fees for this. It can also happen that PAY. considers you unsuitable to continue working with us in the future (read our acceptance policy)

3. How Do I Handle a Dispute?

Disputes Overview

The Disputes Overview

If your customer has started a dispute, we inform you by email. In this automated notification, we let you know that a dispute is waiting in our PAY. Admin. You can find the pending dispute by logging in and then clicking the Transactionsand Disputes tabs. On the disputes page, we show 3 different overviews:

• Open Disputes: If you have just received a notification that a dispute is waiting, click the View button in the Options

• Disputes in Progress: If you have responded to a pending dispute and are in conversation with the customer, we show the dispute in this overview. You open the dispute by clicking the View button in the Options

• Closed Disputes: If you have resolved the dispute, it is closed by you or the customer. Closed disputes remain available in the Closed Disputes overview. You open the dispute by clicking the View button in the
  
  

Managing Disputes

Taking the Dispute into Progress

If you have opened the dispute, we show several overviews with information. These are divided into:

• Complaint: In this overview we show internal information such as a Complaint Code, End User Information, the Dispute Value and the status.

• Transaction Overview: In the Transaction Overview, we show the transactions the dispute is about. By clicking the ID, the Transaction Information pop-up opens. This contains all transaction information. Naturally, you will find the same transaction information in our general transaction overviews.

• Responses: This overview shows the conversation between you and the customer. If you have responded to the dispute and the customer replies to this message, we update the Responses overview.

• Respond: As a Payment Service Provider, we basically expect you to resolve the dispute by communicating with the customer. This can be done via external communication channels or via this dispute. If you have resolved the problem via an external communication channel, respond to the dispute with a message. The customer receives this as proof, after which they can close the dispute.

  • • Refund: This is not a required field. If there is no refund involved, leave this field empty. If the customer expects a refund, you can refund the transaction directly (partially) to the customer. Always enter a reference. This reference is used with the refund and, if possible, placed on the account holder's (customer's) statement.

    • Respond: You can use this field to communicate with the customer. Enter your message here and click Add. If you have resolved the dispute to your satisfaction and the customer agrees, you can ask the customer to close the dispute.

4. Reputation

Adding an Employee

Complaints are not pleasant for anyone. As an entrepreneur, you would rather focus on running your webshop as effectively as possible. Unfortunately, a dissatisfied customer can quickly leave a negative mark on your online image by sharing a bad review on Facebook, Trustpilot, or klacht.nl.

It can also happen that there is no complaint at all, but rather uncertainty on the customer's side. Sometimes a complaint is started after three days while the ordered product has a delivery time of 5 working days. In such cases, it is important that your webshop is easily reachable and communicates important information clearly.

A good reputation is essential to PAY. We like to work with merchants who have a good reputation (few complaints), so that your potential customer is more likely to complete a payment due to increased trust. That is why we also want to take work off your hands in this area.

Our dispute system allows your customers to contact you in a safe and user-friendly way. This can, for example, be for a complaint from your customer about products that were not delivered. By using the dispute system, a negative online review can be prevented.

5. Setting Up Notifications

This is where you can find the notification configuration

Inviting an Employee

Setting Up Notifications

To stay informed about incoming complaints in the dispute system, you can turn on email notifications. Activate the option: Operational emails under the user, or via Transactions > Disputes > click Configuration and activate the notification types.

6. Arbitration

If you leave a dispute unanswered for an extended period, PAY. has the option to reverse the payment.

This can happen 7 days after the last response under the Pioneer and Professional packages. With every response from either party, this period is extended by 7 days.