Invoices & Explanations

FAQs about your invoices

Here you will find all the important information about your invoices. Our FAQs answer frequently asked questions about viewing invoices and making payments.

Explanation of terms

What is an invoice?
An invoice is a document that describes the details of a financial transaction between two parties.
In your specific case, the invoice refers to the contract for your card reader, POS system or e-commerce solution. This is the agreement that covers the use of the hardware/software required for transaction processing.
Each of these services is billed separately, so you will receive separate invoices for each contract.
What is a transaction invoice?
A transaction statement is a detailed document that breaks down all financial transactions carried out within a certain period of time.
In your specific case, the statement refers to the contract for the acceptance of credit card payments. These services include all the financial operations necessary to process payments made by customers using debit or credit cards.
Each of these services is billed separately so that you receive separate invoices for each contract. This gives you a clear and traceable overview of each individual transaction and the associated financial flow.
What is an external money voucher?
In the context of cashless payment processing, a third-party receipt is a document that documents the handling of funds that have been paid by customers but not yet forwarded to the merchant. In transactions, payment service providers often act as an intermediary that receives the customer's funds before they are paid out to the merchant.
The third-party receipt confirms that these funds are correctly accounted for and managed until they are transferred to the final recipient. These receipts are important for financial transparency and security by ensuring that customers' funds are properly segregated from the payment service provider's funds and paid out to merchants in accordance with the agreed terms.
What is a merchant receipt?
In the context of payment transactions, especially card payments, two types of receipts are usually issued: the merchant receipt and the customer receipt.
The merchant receipt is a copy of the transaction receipt that the merchant receives and keeps after processing a payment. The merchant receipt serves as proof of the transaction carried out and can be used in the event of chargebacks, complaints or for reconciliation with the bank statement. The receipt usually contains details such as the amount of the transaction, the date, the time and the card number (often only partially for security reasons).
What is a customer receipt?
In the context of payment transactions, especially card payments, two types of receipts are usually issued: the merchant receipt and the customer receipt.
The customer receipt is the receipt issued to the customer after a payment transaction. Similar to the merchant receipt, the customer receipt also contains information about the transaction, including the amount, date and time. The customer receipt is important to the customer as proof of purchase and can be used for returns, exchanges or to verify bank statements.

General billing information

Where can I find my invoice?
Stationär
E-Commerce
Your invoices for your stationary payment solution and transaction statements are available to view and download in your service portal. You will be automatically notified by e-mail when a new invoice is available.
Please note that we currently have several portals due to company mergers. Depending on the service, you may receive invoices via different portals.
You can find an overview of our customer portals here. Do you still have service portal access? Then you can request this via our Contact form to request it.
How long can I view my invoice online?
Stationär
E-Commerce
In your PAYONE Service Portal you can view invoices from the past 12 months.
If you need additional invoices, you can request them via our customer service by using our Contact form using our contact form.
When will I receive my invoice?
Stationär
E-Commerce
Due to company mergers, we are currently working with different invoicing procedures. As a rule, your invoice will be generated 1-2 days after billing and sent to you either via the service portal or by post.
For detailed information on how to receive your invoice, please contact our Customer service.
How do I get a copy of my missing invoice?
Please use our Contact form and select the appropriate category ("Not received").
Our team will send you a copy of the missing invoice as soon as possible.
Why am I receiving different/several invoices?
Stationär
E-Commerce
You will usually receive several invoices from PAYONE because you have concluded separate contracts for different services.
For example, one of the contracts may relate to your card reader or cash register system, while the other contract covers the acceptance of credit card payments or acquiring services.
You will receive different invoices/bills, as each of these contracts is billed separately by the system.
How can I change my billing address?
Stationär
E-Commerce
It is not possible to change the billing address yourself.
Please use our Contact formto inform us about the adjustment of your data.
What can I do if I have unclear bookings on my account?
Stationär
E-Commerce
You can contact us at any time via our Contact form if you are unclear about any bookings on your account. We will be happy to help you.
Where can I find my terminal number?
You can find the terminal identification number on your invoice, your device or on every receipt printout.

Payment processing and corrections

How can I complain about an invoice or correct an error?
Stationär
E-Commerce
To complain about an invoice or correct an error, please use our Contact form.
Please enter all relevant information so that we can process your request as quickly as possible.
What should I do if a duplicate or incorrect booking appears on my account?
Please use the Contact form and select the appropriate category ("Amount incorrect") to report the problem. Our service team will check the process and get in touch with you to resolve the issue.
Why is the invoice amount in my customer portal different from the invoice in the PDF?
Stationär
E-Commerce
Your debit amount corresponds to the gross amount shown in the invoice in the PDF. The service portal sometimes only shows the net amount.
Please note that we currently have several portals for merchants due to company mergers. Depending on the service, your invoices may be displayed via different portals.
You can find an overview of our service portals here. Don't have a service portal account yet? Then you can request this via our Contact form to request it.
Which payment methods are available for paying my invoice?
As a rule, you can use the SEPA Direct Debit Scheme to pay your invoice.
If you prefer or require a different payment method, alternative options are available in exceptional cases. Please contact our Supportwho will be happy to help you and discuss the available payment options with you.
What happens if I don't pay my invoice on time?
If you do not pay your invoice on time, you may incur additional costs in the form of reminder fees or interest on arrears.
Please use our Contact formto inform us in the event of payment difficulties.
How do I deal with a reminder if I have already paid?
If you have already paid and have received a reminder, please contact our Customer hotline. They will be able to help you quickly.
Why am I receiving invoices for terminals that I no longer use?
You may not have officially canceled the terminal yet. Please check whether the termination has already been submitted. If so, please let us know the termination date using our Contact form via our contact form.
If the terminal has not yet been terminated, please also submit the termination via the Contact form so that we can adjust the invoices accordingly.

Invoice items

What do the different items on my invoice mean?
If you have any questions about the various invoice items, please contact us using our Contact form to the service team.
What does the item "Crypto key change" on my invoice mean?
The item "Crypto key change" refers to the mandatory update of the security keys, which is necessary to secure the payment processes.
For further information, please refer to our price and service specifications (PLV).
What types of charges are included in my invoice/bill?
Stationär
E-Commerce
The fees resulting from your contractual relationship vary according to the contractual agreements.
A typical invoice includes the rental fee for the card reader or POS system as well as the monthly fixed costs for your payment solution.
A typical invoice contains several components, including the basic price, the costs for transactions carried out, which are made up of the transaction fees and the discounts for the respective payment methods. Your statement will also show details of the billing period, the account to which withdrawals are made, the amount of the withdrawals, the number of transactions you have made and any additional services used.
Why does the discount amount differ from the service agreement or my contract?
Stationär
E-Commerce
Compare the discount amount with your service agreement and your price-performance list. If there are discrepancies between the discount for credit cards and the applicable List of Prices and Services (PLV), this may be due to the following points:
Rounding differences due to currency conversions
the 15% surcharge for commercial cards
Discount surcharges for transactions outside the EEA (European Economic Area)
In the event that any uncertainties remain, please contact us for clarification via our Contact form.
What does the item "Discount surcharge for Commercial Card" on my PAYONE fee statement (PG) mean?
The discount surcharge for Commercial-Card refers to corporate credit cards and shows the share of the surcharge in the position.
What is the security deposit and where can I find an up-to-date overview?
In the context of processing online payments, chargebacks may be made by end customers for credit card payments and SEPA direct debits. In this case, PAYONE retains 5%* of the turnover of the respective payment method - to protect the PAYONE escrow account from a payment default. This security retention is valid for 180* days and is then paid out.
You can find a current overview of the security deposit at PMI (PAYONE Merchant Interface) under "Accounting" and there under "Deposit account".
* 5% for 180 days is the standard value, the values may vary individually.