Payment Methods - Change Requests

Working together on innovation and continuity

At PAY., we encourage innovation and actively invite our suppliers to think along on new opportunities, improvements, and developments. By continuously innovating together, we can further improve our services, respond to market changes, and create new opportunities for our customers and partners.

At the same time, we understand that changes are not always driven by innovation. Regular maintenance, technical upgrades, infrastructure changes, security updates, adjustments due to laws and regulations, or the decommissioning of existing technology may also be necessary to keep a service secure, stable, and future-proof.

When such changes impact PAY. or require work from PAY., we believe it is important to align on them in a timely and joint manner. This allows us to make the impact, required work, planning, and any costs transparent in advance.

To handle both innovative developments and necessary changes in a structured way, suppliers can submit a project request.

Supplier change requests

When a supplier wishes to request changes, improvements, or adjustments that require development or implementation work by PAY., a project request can be submitted via the supplier’s Relationship Manager.

The Relationship Manager will help initiate the request and coordinate the next steps.

Required information in the project request

To enable PAY. to properly assess the request, define the scope, and prioritise the project, the project request must include the following information:

• Description and scope – A clear description of the requested change and the expected outcome.
• Desired start date – The date on which the supplier would prefer the project to start.
• Desired delivery date – The date by which the supplier would prefer the requested changes to be delivered.
• Cost arrangement – The request must specify how the costs of the project will be covered. One of the following options must be selected:
  • Free of charge
  • Fixed Incentive
  • Based on actual costs
  • Improved proposal

The desired start and delivery dates are used as input for planning and prioritisation. These dates are not final until PAY. has reviewed and approved the project plan.

Scope call and prioritisation

After receiving the project request, PAY. will schedule a scope call with the relevant stakeholders. During this call, we will discuss the requested changes, requirements, expected outcome, dependencies, planning, and estimated effort.

Following the scope call, PAY. will assess the project and determine its priority. Prioritisation may depend on factors such as impact, complexity, available capacity, dependencies, and alignment with our product and technical roadmap.

Submitting a project request does not automatically guarantee acceptance, immediate execution, or scheduling on the requested start or delivery date.

Project costs

Projects and supplier-specific changes may involve additional costs. PAY. may charge for the work required to implement the requested changes.

Depending on the agreed cost arrangement, this may include costs for analysis, development, configuration, testing, implementation, and other activities required to successfully deliver the project.

The applicable commercial agreements and any associated costs must be agreed upon before the project is started.

Submitting a request

Suppliers who wish to request a change or start a new project can contact their Relationship Manager or submit the request directly via vendor@pay.nl.

Please ensure the request includes the required scope, desired start and delivery dates, and the proposed cost arrangement. The request will then be coordinated internally, and a scope call will be scheduled with the relevant stakeholders.

After the scope call, PAY. will determine the priority, feasibility, planning, and any applicable costs before the project can proceed.