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 been unable to resolve the issue, or have you been incorrectly referred elsewhere? If so, please complete the form via the link below to notify us of the situation, allowing us to 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.
Reporting to the Payment Service Provider
For some payment service providers, you can also report directly to the payment service provider. In the event of suspected fraud, this can help take measures more quickly and, if possible, obtain a refund. If you see the name of one of the following payment service providers on your bank statement, you can report it to them directly.
Purchase Fraud
In the event of purchase fraud, we advise you to report it to the Police via the National Internet Fraud Reporting Point. This can be done via the online report form.
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.
