What is Ogone
The site where you are currently shopping uses Ogone e-Commerce solution which is fully recognised by the financial industry’s top players.
It was designed to allow e-shoppers to pay in an ergonomic, user-friendly environment, while simultaneously ensuring the highest possible levels of security and privacy.
Ogone e-Commerce payment solution is used by several thousand online commerce sites. These sites can be recognised by the Ogone logo and the words "Payment Processed by Ogone", both of which will appear on the payment page.
To find out more about Ogone and its secure payment solutions, do not hesitate to pay us a visit on www.ogone.com.
How do I know if my payment has succeeded?
After you have entered and confirmed your payment details, you will normally get a confirmation of the transaction on the screen and/or per email. If you haven't received any confirmation, you should contact the web shop where you placed your order to get information on whether your transaction was successful or not. Ogone is not allowed to provide customers with this information.
Why has my payment been refused?
Ogone does not deny or accept payments itself, it merely transmits the information to the bank or credit card company of the web shop. If your transaction is denied, it is the bank or Credit Card Company involved that denied the transaction.
Possible reasons to get your payment refused are:
- Your type of card is not accepted by this web shop
- Your card is expired
- No more credit available on your card
Possible actions you can take:
- Choose another payment method
- Re-enter your information
If the problem persists, please contact the shop master for more information about your transaction. Make sure you have as much information about your order as possible before contacting the web shop.
Ogone is the technical partner of the web shop where you made your purchase. We make sure the payment transactions reach the banks and credit card companies securely. No money gets transfers through Ogone when making a payment to a web shop.
How can I cancel my order or get a refund?
In order to cancel your order or get a refund, you have to contact the web shop where you placed your order.
Ogone cannot cancel your order or refund your payment for you, only the merchant (web shop holder) can perform the cancellation/refund.
Why do I need to confirm my payment with a code?
After you have entered and confirmed your credit card details, you may be displayed a screen in which is asked to verify your details with a code or password (branded with “Verified by VISA” or “MasterCard SecureCode”).
This means that the bank or financial organisation where your card was issued, requires a verification method, most often with the use of a card reader or digipass that will generate a code, or with a password.
This check is necessary to prevent anyone else from using your credit card, for instance when your card would be lost or stolen.
Since it’s your bank that requires you to use this verification, Ogone has no influence on the given process.
So, in case you have a problem during this verification process, or if you have any further questions, we advise you to contact your bank or the company where your credit card was issued.
Where's my order? I have paid but haven't received my order yet.
To get the status of your order, you have to contact the web shop where you placed the order.
Ogone does not have any details on your order, only the web shop can provide you with this information.
I’m not happy about the merchant’s service!
Please understand that we cannot give any information regarding transactions. Only the merchant can give information concerning the transaction. Before taking any steps, please make sure you tried all means to contact the merchant of the web shop. On the web shop you can usually find contact information. If you have paid, but didn’t receive your order and you are unable to contact the web shop in a reasonable amount of time, you could under certain conditions ask your bank to reimburse your payment. Please be aware that this might create costs for you and the merchant. Another option would be to turn to a consumer rights organisation of your country and check what your rights are.
What is an acquirer?
In E-commerce, an acquirer is the financial institution that allows the web shop to receive credit card- and e-banking payments online.When you enter your payment information on the secured payment page of Ogone, Ogone takes care of securely sending this information to the merchants acquirer. The acquirer is then responsible for the financial part, requesting the money from your bank (your card issuer) and transferring this money onto the bank account of the merchant. To obtain more information about the technical or the financial part of your transaction you – as a customer on this web shop - always need to contact the merchant first.
Please keep in mind that Ogone and the acquirer are unable to help you concerning a specific transaction.