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Shoppers FAQ

 

 

Getting Started

What is HeidiPay?

HeidiPay is a service offered by your merchant allowing you to split the cost of your purchase - whether in store or online - into up to 10 monthly payments without paying any interest or fees.

How does HeidiPay work?

Paying with HeidiPay is easy and takes less than a minute. All you need is your mobile phone and a credit or debit card. No need to register or download an app and your payment plan is approved instantly.

 

How it works - online

1. Select HeidiPay at the merchant checkout

Shop in your favourite online store, add your items to the basket, then select "pay in instalments with HeidiPay" at checkout.

2. Select your payment plan duration

Depending on the merchant, you can choose to split your purchase into 3, 4, or 10 monthly instalments. Once selected, your payment plan will be displayed.

3. Enter personal and card details

You can use your preferred credit or debit card.

4. Verify your identity if it is your first purchase with HeidiPay

Follow the instructions on screen - you will be asked to use your mobile to take a photo of your ID and a selfie. The verification only takes a few minutes.

 

How it works – in store

1. Inform the sales assistant

Shop in your favourite store and let the sales assistant know that you want to pay with HeidiPay.

2. Click on the link sent by the sales assistant

You will receive a link via SMS. Click on it to proceed with your order on your mobile phone.

3. Select your payment plan duration

Depending on the merchant, you can choose to split your purchase into 3, 4, or 10 monthly instalments. Once selected, your payment plan will be displayed.

4. Enter personal and card details

You can use your preferred credit or debit card.

5. Verify your identity if it is your first purchase with HeidiPay

Follow the instructions on screen - you will be asked to use your mobile to take a photo of your ID and a selfie. The verification only takes a few minutes.

 

What happens after your purchase is confirmed

As soon as the payment plan is accepted by the merchant, a first amount is charged on your card. The remaining amount will be divided into monthly instalments (0% interest) which will be automatically charged on your card every month.

To secure the payment of one or more of the future instalments, some merchants have the option of temporarily holding a certain amount on your card by taking an authorisation. The authorised amount is held on your card until paid through future instalments, and temporarily reduces the available limit on your card. Held amount might show as “pending transaction” on your credit card statement.

The amount of the initial payment, the monthly instalments and the additional authorisation (if any) are shown in the payment schedule displayed during checkout.

Does HeidiPay charge any fees?

No, HeidiPay never charges interest or administrative fees. HeidiPay’s payment plans are 100% transparent - you always know the total amount you’ll pay before completing an order.

Some merchants may charge an administrative fee that will be clearly disclosed at checkout.

If HeidiPay is unable to collect one or more payments from your card, you will receive payment reminders via SMS / email asking you to replace your card in the HeidiPay portal or to pay funds into your account to free up the necessary limit.

As stated in the T&C, HeidiPay reserves the right to pass on your details to a collection agency, which may charge you administration fees in the event of prolonged payment delays.

Where can I shop with HeidiPay?

In any shop that is part of HeidiPay’s partner network. We are constantly expanding our partner network which means more and more merchants will be able to offer our service over time.

HeidiPay is available to businesses offering any type of product or service. If your favourite shop is not yet offering HeidiPay, please let us know and we will make sure to add it to our partner network.

Recommend a shop

How old do I need to be to use HeidiPay?

You need to be minimum 18 years old to use HeidiPay, but some merchants may set the limit to a higher age.

How can I sign up?

No need to pre-register or download an app for your first purchase with HeidiPay. We will automatically create an account for you when you make your first purchase. Your username and password will then be sent to you by email.

To buy something with HeidiPay simply select HeidiPay at the checkout of your favourite retailer’s webshop and use your credit or debit card to confirm the payment.

Keep in mind that for your first purchase with HeidiPay you need to have:

    • A valid credit or debit card
    • A verifiable ID

Payment

Which payment methods work with HeidiPay?

HeidiPay currently works with Visa, Mastercard and American Express. Other payment methods will be available soon.

How do I track HeidiPay payments?

Payments appear on your card statement in the merchant's name as per a normal transaction. You also receive a confirmation email after each payment and you can view your payment plans at any time by accessing the HeidiPay consumer portal.

Order & Delivery

I have a problem with my order. What should I do?

If your order is damaged or incomplete, your delivery is late, or for any other queries regarding your order, please get in contact with the merchant directly.

The merchant's contact details are usually available on their website and/or in the confirmation email you received when you made the purchase.

Returns & Refunds

How do returns work with HeidiPay?

Please check the merchant's return policy or contact them directly if you need help.

Once the merchant has approved your return, HeidiPay will process your refund within 14 days. You will receive a confirmation email and you can track the update of your payment plan in the HeidiPay consumer portal.

How and when will I receive my refund?

Once the merchant has approved your return, HeidiPay will process the refund within 14 days. In the event of a full refund all future scheduled payments will be cancelled, and any amount already paid will be credited back to your card. In the event of a partial refund, future scheduled payments will be cancelled until the partial refund amount has been matched by the sum of the cancelled future payments. Should the partial refund amount exceed the sum of all future payments then the remainder amount will be credited back to your card.

You will receive a confirmation email and you can monitor your refund status in the “payment plans” section in your HeidiPay portal.

Please note that depending on the bank or card issuer, it may take up to 10 working days for the funds to appear in your account.

Account & Support

What if I forgot my password?

    1. Click on "Log in" on the HeidiPay website
    2. Click on “Forgot your password?”
    3. Enter your email address and we will send you a link to reset your password
    4. Click on “Reset password” in the email we’ve sent you
    5. Enter the new password

How can I get support?

Please visit our help centre for further information. If you cannot find the information you are looking for, our customer service team will be happy to assist you.

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