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Complaint about a merchant of ICEPAY

ICEPAY is a payment provider and facilitates payments. We do this for several companies, charities, theatres, airlines and the government.

We offer several payment methods, like iDEAL, Riverty, Credit cards and SOFORT. As a payment provider, we transfer the money from the consumer to the merchant.

Because we solely process transactions, we have no knowledge of orders, communication with the webshop or refunds.


I haven't received the refund, what to do?

ICEPAY processes refunds for her merchants. This is optional, some merchants refund via their own bank.

If you, as the consumer, claim that you haven't received the money, we're happy to start an investigation. For that, we need a bank statement from the period in which the refund has been executed. You may blur out the balance, any personal data and other debits.

Report an ICEPAY merchant

We actively support consumers in the case of complaints about payments that have been processed through our platform. We see that as our responsibility. You can count on our help. Follow the steps below:

  1. Reach out to the merchant. Give them a reasonable amount of time to respond.

  2. Send us an e-mail with all previously sent e-mails included.

We will get in touch with the merchant.

In the case of (suspected) fraud, we always advise to report it to the police.