Problems with an iDEAL payment?
Webshops that offer iDEAL payments do so through a contract with a payment service provider. One of the requirements for offering iDEAL is compliance with the regulations set by Currence iDEAL, as well as Dutch laws and regulations.
According to regulations, the webshop is always responsible for the correct processing of iDEAL transactions.
This means that if there is an issue with a payment (or its processing), the webshop is the first point of contact for the consumer and must provide support.
In such cases, the webshop should contact its payment service provider—the company with which it has a contract—to check the status of the payment. This allows them to complete the order or facilitate a refund.
A webshop should never refer the consumer to their bank or to us.
If you have not yet contacted the webshop, you may use the text below to remind them of their responsibility.
Have you already contacted the webshop but have not been able to resolve the issue, or have you been incorrectly referred elsewhere? If so, please fill in the form via the link below to notify us of the situation so that we can assess the matter and, if possible, assist in mediation.
Do you suspect that the webshop is acting in bad faith (fraud)? Click here for more information.
More information
iDEAL does not have a central telephone number. Consumers and businesses can contact their bank or payment service provider about iDEAL. If you have any questions about iDEAL, our products and/or services, please ask them via the contact form.