What can I do if I have a problem with a pay later service (BNPL)?

What can go wrong if I pay for my order afterwards?

While buy now, pay later services offer additional flexibility, problems can arise that put you in a sticky situation. For example:

• You have ordered a product, but it never arrived. Even though you have not received anything, you will still receive reminders to pay.
• You have returned a product, but the webshop says it was never received. You have proof of postage, yet you continue to receive emails stating that payment is still required.
• You receive something different than you ordered, or the product is damaged. But returning it is difficult because the return procedure is not clear. Or because the webshop does not confirm the return and no longer responds to your messages.

In these cases, it is important to contact the online shop and the payment service provider quickly. Usually, you can indicate to the payment service provider that there is something wrong with the order. The outstanding payment will then be paused.

What am I entitled to when I order online?

Are you buying something from an online store in another EU country, Norway or Iceland? If you live within the EU, you would have the same rights as when making a purchase in your own country. For example, you are entitled to a good product. You also get 14 days to try the product as you would in a regular store. Would you rather not have the product? Then you can return it.

Right of withdrawal (cooling-off period)
In many cases, you can return your purchase within 14 days after you have received it. You do not have to give a reason for this. Sometimes you have to pay the costs for the return shipment yourself. The online shop does not have to reimburse these costs if this is clearly indicated in advance. Has the online shop received the returned product? Then you will receive a refund of the price and shipping costs you paid at the time of purchase.

Do you want to cancel the purchase? Then you can exercise your right of withdrawal. This also applies if you pay afterwards. In that case, don't forget to register your return with the webshop and the payment service.

What can I do if I have a problem with my order?

Is there something wrong with the order? Then there are several steps you can take to solve the problem.

1. Contact the webshop

Did you not receive the product you ordered, or is it damaged? Then contact the webshop as soon as possible. Usually, the webshop indicates where you can send your message. Write a clear message stating what the problem is and ask the webshop for a solution, such as a replacement product or a refund.

Save all messages you receive from the webshop. Are you returning the product? Please also keep your proof of shipment and e-mails with the tracking information (track & trace). This allows you to show that the package has been shipped. If you don't have this, it is difficult to prove that you no longer have the product.

2. Report the problem to the payment service provider

Can't figure it out with the online shop? Then you can contact the payment service provider. Payment service providers often offer protection against situations where you do not receive a product. Or if the webshop insists that the returned product has not arrived. You can then pause the payment until the problem is resolved. This is also called buyer protection or purchase protection.

Tips to avoid problems

Paying later is a convenient way to make online purchases, but it is important to check the webshop before ordering. This will prevent you from having to pay for an order that you never received or that does not meet your expectations.

• Check the reliability of the webshop 
  Read the reviews on an independent website and see if the webshop seems reliable. This can prevent many problems.

• Read the terms and conditions carefully

  Check the terms and conditions of the webshop and the payment service provider. This way, you know exactly what your rights are and what steps you can take if something goes wrong.  For example, see if you can find an address, what the return policy is, how the webshop or payment service provider deals with complaints, and which law applies.

• Keep evidence 
  Make sure you always have proof of shipment or receipt of the product, such as a return tracking number or a confirmation email.