• What is Ingenico ePayments?

    Ingenico ePayments is the online and mobile commerce division of Ingenico Group. It comprises the following legal entities: Global Collect Services B.V., Global Collect B.V., Ingenico Financial Solutions SA, Ingenico e-Commerce Solutions SPRL, Ingenico e-Commerce Solutions B.V, Ingenico e-Commerce Solutions SAS, Ingenico e-Commerce Solutions GmbH (DE), Ingenico e-Commerce Solutions GmbH (AT), Ingenico e-Commerce Solutions GmbH (CH), Ingenico e-Commerce Solutions Ltd. and Ingenico e-Commerce Solutions Inc. The service offering connects merchants and consumers, by providing the technology to allow our merchants to accept payments for their products or subscriptions sold online.

    As the respective entities that are part of the Ingenico ePayments division,  payments processing and settlement only, any queries related to a website and products sold should be addressed to the company where you made your purchase.


  • Why do I see a charge on my bank or credit card statement from Ingenico e-Commerce Solutions (formerly Ogone), Ingenico Financial Solutions SA (formerly TUNZ.com)?

    As a payment service provider, Ingenico Financial Solutions collects, processes and reports payments on behalf of companies that sell products and services via the internet. These companies have authorized us to debit your account in order to complete your purchase of a product or service.  Please note that Ingenico Financial Solutions is not authorized to provide you with information about entries on your statement. For all inquiries about a payment, please contact the company where you made your purchase directly. However, should you need help with identifying  the merchant, please provide us with relevant information via the contact form here so we can assist you further.

  • Why do I need to confirm my payment with a code?

    This means the bank or financial organization where your card was issued requires you to verify your ID to prevent anyone else from using your credit card - for instance if your card was lost or stolen.

    If you experience any difficulties during this verification process or if you have any further questions, we advise you to contact your bank or the company who issued your credit card. As it’s your bank that requires you to verify your identity, Ingenico ePayments has no involvement in this process.

  • How do I know if my payment was successful?

    After you've entered your payment details, you'll normally get an order confirmation message on the screen and/or by email.
    If you haven't received any confirmation, you should contact the web shop where you placed your order to find out if your transaction was successful.
    Please note, the Ingenico entities are not authorized to provide you with this information. 

  • Where's my order? I've paid but haven't received my order yet.

    To get the status of your order, you have to contact the website where you placed the order. The Ingenico entities do not hold any details about your order so cannot provide you with this information.

  • How can I cancel my order or get a refund?

    To cancel your order or get a refund, you need to contact the website you placed your order with. The Ingenico entities cannot cancel your order or refund your payment, only the company you placed your order with can do this. 

  • Why has my payment been declined?

    Ingenico ePayments does not accept or decline payments, we merely transmit the information to the bank or credit card company used by the website where you placed your order. If your transaction is unsuccessful, it's because your bank or credit card company has declined the transaction.

    Possible reasons why your payment was declined:

    • Your type of card is not accepted by this website
    • Your card is expired
    • There is no more credit available on your card

    Possible actions you can take:

    • Choose another payment method
    • Re-enter your information
    • Contact the website for more information, making sure you give them your order details

    Please note, no money gets transferred through Ingenico e-Commerce Solutions legal entities when making a payment to a website. We simply make sure the transaction data reaches the banks and credit card companies securely.

  • I am not happy about the service, what can I do?

    If you have paid but haven’t received your order within a reasonable time frame, the first step is to contact the merchant.

    If you're unable to receive a satisfactory response from the merchant, you could under certain conditions ask your bank to reimburse your payment.

    Please be aware that this might create additional costs for you and the merchant. 

    Another option would be to contact a consumer organization to check your rights.

    Please note, the Ingenico entities cannot give you any information regarding your transaction – only the merchant involved can do that.

  • I want to pay for my order. How do I get the bank details?

    Any queries related to ordering and making payments to the appropriate bank accounts should be addressed to the company relevant to your purchase.

  • I have made a payment, but I forgot to mention the (correct) Payment Reference. What do I need to do?
    In case you forgot to mention the Payment Reference when transferring the payment to our account, we would advise you to contact the merchant directly. The merchant is able to assist you further with locating the payment and making sure the payment will end up in the right place.

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