Frequently Asked Questions - Consumers

About ICEPAY. Who are we and what do we do?

ICEPAY is an omnichannel payment service provider. In theory this means that we LOVE all kinds of off- and online payments and transactions! In practice this means that we take care of the payment processes of all of our valued merchants. As one of the first payment service provider of the Dutch payment industry – we have been proudly offering our services since 1999! – we have gained a lot of knowledge and experience over the last 20 years. We use this knowledge and experience on a daily basis to develop the newest payment products and advise and support our merchants wherever needed.

Our Merchants 

Our merchants are very diverse when it comes to their size, industry and the products and services they offer. However, what they all have in common is that they are driven and ambitious business owners. In order to offer you their products or services our merchants are looking for smart and easy online- and offline payment solutions. This basically means that they take care of their business and customers, while we ensure that their customers have a good, safe and above all easy payment experience, either in their physical store or through their online webstore (or both!).

Questions about your online order

You can see ICEPAY as a mediary, this is also why our company name ‘ICEPAY’ is stated on your bank statement when you make an online purchase at one of our merchants. We understand that you might have a question about your online order. However, even though we love the customers of our merchants, we solely take care of the payment processes of our merchants. We have no insight in or control over the products or services that you have purchased online and therefore cannot help you with specific questions about your order, such as delivery time or refunds.

In order to obtain this information, we strongly advise you to contact the webshop owner directly by sending them an e-mail or giving them a call. Their contact information is always listed at the website on which you have placed your online order.

Questions about your payment

Of course, our role and responsibility doesn’t stop here. We securely transfer the funds from your bank account into the bank account of the webshop owner. If you are not sure whether the webshop has received your payment, forgot where you placed an order, did not place an order at all or if you accidentally transferred a (wrongful) payment into one of our bank accounts, you can always get in touch with us.

Contact

We strongly advise you to contact the webshop owner directly by sending them an e-mail or by giving them a call. Their contact information is always listed at the website on which you have placed your online order. As mentioned above, we have no insight in or control over the products or services which you have purchased online. If you however need to get in contact with us, you can contact us by filling in the online form below or by sending us an e-mail at: info@icepay.com. In order to locate your payment and help you as quickly as possible we ask you to include a printscreen or photo of your bank statement that clearly shows the information about the transaction in question (name/bankname/IBAN/amount/date of transaction).