Complaint about a merchant of ICEPAY

ICEPAY is a payment provider. We collect online payments for organisations. We do this for example for companies, charities, and governments. These, the merchants, are our clients.

We enable the merchants to offer their payers several payment methods, like iDEAL | Wero and Credit cards. As a payment provider, we collect the payments which are made with those payment methods on behalf of the merchants, and then send the related moneys to the merchants.

However, ICEPAY is not a party to the agreement between the payer and the merchant. Therefore, ICEPAY has no involvement in the delivery of the products or services that the payer purchased from the merchant and is not a party in disputes between the payer and the merchant.

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

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

ICEPAY processes refunds for some merchants, but other merchants refund via their own bank.

If you, as payer, believe that you haven't received a refund, we're happy to see if we can assist.

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.

For our clients (merchants) only: direct payer queries to your Support Team

ICEPAY is a payment service provider facilitating payments between merchants and their payers, on behalf of the merchants. We do not engage directly with the payers. If your customers have inquiries or issues, they should contact your support team directly. Merchants can then reach out to ICEPAY for assistance if needed. This ensures a streamlined process and a better experience for everyone.

Report an ICEPAY merchant

Please contact the merchant directly for any questions or complaints about your purchase.

Please inform us if you believe you have been frauded. ICEPAY will register your report and, if neccesary, take action against the merchant. Whether it will do so is completely up to ICEPAY and depends on, for example, the number of compliants, the nature of the compliants, whether it concerns a new client etc. etc.

In the case of (suspected) fraud, you could also consider to file a Police report