The online retailer claims it has not received my payment. What should I do?

Last changed: Tue, 3 Jan, 2017 at 3:01 PM

If your account balance shows that you have paid, but the online retailer says it has not received payment, the online retailer should contact its own bank. To do this, it needs the following details:

  • the 16-figure iDEAL transaction number listed in your account balance;
  • the amount;
  • the date/time that you made the payment.

All of this information together can be found in the description field for the relevant payment. The online retailer can use this information to make enquiries at its bank.

If you are not successful in solving this yourself with the online retailer, contact your own bank. It is then up to your bank to provide further assistance in identifying where the error occurred. It is also important to have the 16-figure iDEAL transaction number to hand for this purpose.