Here you will find all essential information on transactions and chargebacks. Our FAQs provide answers to frequently asked questions about payment processing and how to handle chargebacks.
Cashless transactions at PAYONE refer to all payment transactions where no physical cash is used. This includes payments by credit card, debit card, online transfers and other electronic payment methods.
In the context of PAYONE, there are different types of cashless transactions available to customers. Here are some of the most common:
Credit card payments: Customers can make payments using major credit cards such as Visa, MasterCard, American Express and others. This method is common worldwide and is used for both online and offline transactions.
Debit card payments: In this option, the payment amount is directly debited from the customer's bank account. It is a common method for retail and online purchases.
SEPA Direct Debit: This allows customers to make payments by direct debit from their bank account in the SEPA (Single Euro Payments Area), which is particularly useful for recurring payments.
Online transfers: Customers can transfer funds directly from their bank account via online banking platforms. This is particularly popular for larger transactions or transfers to businesses.
E-wallets (electronic wallets): Services such as PayPal, Apple Pay and Google Wallet allow users to store money electronically and conduct transactions quickly and securely online or in-store.
Invoice payment: This is where customers receive an invoice and transfer the amount based on the details provided on the invoice. This is often the case for B2B transactions.
Each of these transaction types offers different benefits and can be chosen depending on the specific needs of the customer and the type of purchase. PAYONE supports a variety of these methods to provide flexible and convenient payment solutions for all types of transactions.
PAYONE offers highly secure cashless payment options. We use advanced security technologies and compliance protocols to protect your transactions and data.
You can view all transactions in the PAYONE Service Portal under the navigation point "Reporting". Various functions and reporting options for your transactions are available there. You can also carry out individual transaction searches.
Don't have portal access yet? Then you can request this via our Contact form to request it.
You can view all transactions in the PAYONE Service Portal under the navigation point "Reporting". Various functions and reporting options for your transactions are available there. You can also carry out individual transaction searches.
Don't have portal access yet? Then you can request this via our Contact form to request it.
A common reason for this could be invalid bank details for the transfer of your card transactions. Please let us know your new bank details so that we can transfer your daily transactions again.
If your girocard transactions are missing, please contact us via our Contact form so that we can help you further. Reversed transactions will be automatically re-invoiced once you have provided us with your new bank details.
Fees may vary depending on the selected service and contract terms. Detailed information on specific fees can be found in your contract document or in the PLV (List of Prices and Services) of your product.
Your card reader confirms the successful completion of a transaction on the device display and on the printed receipts. If a transaction is not successful, this will also be indicated accordingly on the device and on the receipts.
Alternatively, you have the option of using the "Cash register overview" or "Cash register report" function to create a printout with the terminal on which all transactions since the last cash register cut are displayed.
Please note that there are two different types of receipt. The merchant receipt is intended for storage by the merchant and is subject to a retention period of 10 years. The customer receipt is given to the customer so that they can prove the payment transaction.
There are various reasons for failed payments. Please refer to the information on the card reader. The most common causes (error messages), explanations and suitable solutions can be found on the Device details pages listed.
If you cannot find a solution, please contact our technical support.
If you notice a double debit on your account, please contact our customer service immediately so that we can help you as quickly as possible. You can reach our customer service via the Contact form.
Our team will deal with your request immediately and ensure that the double debit is corrected quickly and efficiently.
Personal data is not part of POS payment transactions, so we do not have any information about card users such as names or addresses. Even though the card number on your receipts can often identify the issuing bank, we do not have a direct interface to these banks to forward your request. If you suspect fraud, you should contact the police.
If you suspect an unauthorized or fraudulent transaction, please contact our Customer service. We will help you to investigate and resolve the problem.
A chargeback occurs when a cardholder or their card-issuing bank complains about a transaction that has already been settled and demands the money back.
The rules for processing these complaints are defined by the card organizations (e.g. Visa or MasterCard). Both the card-issuing bank, which initiates the chargeback, and the acquirer (PAYONE) must observe the defined rules and deadlines for handling complaints.
If there is a chargeback from a transaction, please contact our customer service immediately. You can easily reach us via our Contact form.
Our experienced team will help you clarify the matter and find a satisfactory solution with you.
There can be many reasons for a chargeback. The most common reasons for a chargeback include
Complaints about the service or goods
Card misuse
Processing errors
In the event of a chargeback, you must generally submit all the documents requested in the document request letter relating to the disputed transaction within 14 days of receiving it.
It is therefore imperative that you respond to our letter within this period and submit your documents to us to clarify the matter.
PAYONE will always try to avert a chargeback in your interest in compliance with the rules of the card issuer.
Customers who have a credit card have the right to dispute transactions directly with their card-issuing bank using established and standardized processes. This approach helps to ensure that complaints are handled efficiently and according to internationally established rules.
Another reason why you may not be contacted directly by your customers is that credit cards are used worldwide. Language barriers and different time zones can make direct communication and handling of complaints difficult.
It is also possible that people who initiate a chargeback because they claim to have unauthorized transactions in your business are not actually direct customers of your business, but have been victims of card fraud. In such cases, contact is usually made via the card-issuing bank to resolve the matter.
If you do not agree with a chargeback, you have the option of lodging an objection.
Please contact us via our Contact formto describe your case and receive appropriate support. Our experienced team will then deal with your request immediately and work with you to find an appropriate solution. It is important that you contact us as soon as possible and provide all relevant information and documents that can support your position.
We recommend that you refrain from an immediate credit in the event of a voucher request. This is because, in the event of a chargeback, the card-issuing bank will already issue a provisional credit to the cardholder until the objection has been fully clarified. A premature credit on your part could therefore lead to a double debit and further complicate the process. It is advisable to fully clarify the situation before taking any action.
Yes, fees may apply in the event of a chargeback. All relevant fees, including the processing fees for chargebacks, are listed in detail in our current List of Prices and Services. You can download this Directory at any time for complete information.
At the point of sale (POS), you can mitigate the risk of chargebacks by ensuring that all transactions are conducted transparently and that all required verification processes, such as PIN entry or cardholder signature, are handled correctly.
The use of EMV chip technology in card readers is also recommended as it provides additional security against card fraud and reduces the likelihood of chargebacks. You should also provide regular training for your staff to ensure correct and secure payment processing.
In the case of chargebacks relating to the quality of the goods or service, it is possible that our chargeback team will forward the relevant information to you regarding these allegations. Please contact us via our Contact form and we will provide you with the necessary details where feasible.
However, for data protection reasons, the disclosure of documentation in other contexts is severely restricted. Very strict data protection regulations apply, especially in cases of card misuse. Documents created by the card-issuing banks in such cases are subject to strict regulations and may not be shared externally. These documents are intended exclusively for internal use within PAYONE and unfortunately cannot be passed on to you. In certain cases, the card issuer may send a cardholder letter, which may form part of the chargeback documentation.
An authorization number, also known as an authorization code, is not a guarantee of payment - it simply confirms that the card account is not blocked at the time of the authorization request and has sufficient credit available.
Incidentally, the reason for chargebacks is often not a lack of authorization, but complaints about the quality of the goods or service.
The processing of a chargeback can take several weeks, depending on various factors. Once you have submitted the required transaction documentation, which should be within 14 days of receiving the request letter, we will work with the banks involved to complete the process as quickly as possible. Your account will be adjusted according to the results of this process. We ask for your understanding and patience during this time.