A SEPA payment couldn’t be completed successfully, but you’ve already granted access to the product? Or a payment was charged back after access had already been granted? In this article, we explain what you can do in such cases.
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What Can Happen with SEPA Payments
There are some specifics when it comes to SEPA direct debit payments, which you can read about in the article All About SEPA Direct Debit. For this reason, this payment method must be activated individually for each product. You can also choose the option Deliver immediately after purchase.
This can lead to the following two scenarios:
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The product was delivered immediately after purchase
Your customer already received access to the product, but the SEPA payment itself failed. -
The product was successfully paid and delivered
Your customer successfully paid and received access to the product, but the payment was later charged back.
How to Proceed if SEPA Payments Cause Issues
In principle, every order creates a legally binding purchase contract – regardless of whether the initial payment was processed successfully.
If a payment failed or was unlawfully charged back, you can forward the sale in question in your claims to our integrated debt collection service provider for processing.
Passing a case on to a collection agency incurs additional costs for the debtor. In some individual cases, it may make sense to first contact the customer directly in order to preserve the relationship and resolve the issue.
Note: We are not permitted to provide legal advice. For specific questions, please contact a lawyer.
