Payment

Payment by bank transfer is possible. The bank details are provided on our website. The bank account number provided is not our bank account number but the one from Mollie, an external company who handled our payments. It takes about 2 - 3 additional working days.

When transferring the money, it is very important that the customer uses the correct bank details and reference. The reference that the customer must use, is NOT our order number. It is a long reference, starting with 2 letters and many numbers (See image below Transfer Reference). The customer will see this reference on his screen after selecting "Bank transfer" as payment option. He also receives and email with the reference.

If the customer calls to check the payment status:

• check when the order was created

• ask when the payment was done

• check the payment status in Mollie

• make sure that the customer used the correct reference (they often use our reference). If they used the wrong reference: the money will automatically be refunded by Mollie as they are unable to link the payment to the correct order. Please ask the customer to arrange a new bank transfer.

• if all information seems correct and >3 working days have passed, ask for proof of payment and contact Pascal to start an investigation.

Payment issues:

• if payment did not pass, it is usually due to the security code. The customer should receive an authorization from their bank (e.g. directed to their bank app, receives an SMS), which the customer has to confirm. This is not always done correctly by the customer. In Mollie, this is indicated by "Payment of type credit card failed: 3-D Secure authentication failed. " Inform the customer that the payment failed due to the bank authorization. The customer can contact their bank or can try again.