Cardholder and Shopper FAQs

About Netbanx

1. Who is NETBANX and what do they do?

NETBANX is a Payment Service Provider that enables businesses with an online store to accept credit and debit card payments securely over the internet. We do not hold information about the goods/services you have ordered or their delivery status. Shoppers wanting to cancel an order or receive a refund must do so by contacting the online store directly.

Making a Payment

2. How do I know if my payment has gone through?

When you submit your payment details, the NETBANX payment service will request authorization from your card issuer. You will see a message on the screen confirming whether your transaction was successful.

A successful payment will also be confirmed by email. This email will include the details of your purchase and your NETBANX reference number, which should be quoted on any correspondence with the online store. It will be sent by NETBANX to the email address you provided when entering your payment details.

If you receive more than one email and you have only made one purchase, please contact the online store from which you made the purchase and inform them that you may have placed multiple orders by mistake. They will be able to arrange a refund if necessary.

Please note, authorization of your payment does not guarantee acceptance and fulfillment of your order by the online store. The online store is responsible at all times for confirming your order has been accepted and for the delivery of your goods/services.

If you are in any doubt about the status of your order, please contact the online store you have ordered from directly and they will be able to advise you of your order status. Their contact details should be displayed on their website, the online store purchase receipt and on the transaction confirmation email.

3. Why was my payment declined?

A payment will be declined if your card issuer refuses to authorize the payment. A payment may be declined for many different reasons, and NETBANX will not be informed of the exact reason why.
Some reasons why payments are declined include:

  • Some of the card/personal details entered do not match the information held by your card issuer
  • You do not have enough cleared funds on your card to cover the amount of the purchase
  • Your card issuer referred the transaction for an authorization code or further identity checks
  • Your card has been reported as lost/stolen and been cancelled by your card issuer
  • Your card has expired or is due to expire and has been replaced by your card issuer
  • Your card has been replaced by your card issuer but has not yet been activated
  • Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet)
  • There may be a problem with your card issuer’s authorization system

If you are sure that the reasons above do not apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your card issuer for further information.
Alternatively, you may contact the online store directly to discuss the alternative payment options available to you.

4. Which payment methods do you accept?

NETBANX enables businesses with an online store to accept credit card, debit card, internet banking, and eWallet payments securely over the internet. While we support a wide range of popular international and domestic payment types, the options offered by each online store may vary.

Therefore, if you wish to make a payment using a method that isn’t offered by the store (for example, by cheque, bank/money transfer or over the telephone), please contact the online store directly to discuss the different payment options available to you.

5. Can I pay by cheque or over the phone?

NETBANX can accept payment online by debit/credit card, internet banking payments, eWallet and other payment types. If you wish to pay by cheque or over the phone, please contact the online store directly.

6. I have not received/saved my transaction confirmation email – can you resend it?

The NETBANX transaction confirmation email is automatically generated by our system and sent to the email address you entered when making your payment on the online store’s website. We do not save this email and cannot resend it to you.

It is the online store’s responsibility to confirm acceptance of your order, the delivery time frame, and to handle any queries you may have relating to the payment and fulfillment of your order.

While your payment may have been successful, the confirmation email is not an acceptance of your order; this should be confirmed separately by the online store.

7. Which currencies are available for payment?

NETBANX enables businesses with an online store to accept payments securely over the internet using several different currencies. While our payment system can support over 10 different currencies, the options offered by each online store may differ depending on the currencies that they have chosen to accept.

If your local currency is not supported, please contact the online store directly to discuss the different payment options available to you.

8. Why is my payment option not displayed on your payment page?

NETBANX enables businesses with an online store to accept payments securely over the internet.
While our payment system supports the most common international and domestic card and non-card payment options, those offered by an online store can vary. If your preferred payment option is not available, please contact the online store directly to discuss the alternative payment options available to you.

9. What is my billing address?

Your billing address is the address to which your card statement is sent by your card issuer – it must match the address held by your card issuer exactly.

If it does not, the online store may decline your purchase, or defer acceptance of your payment while seeking further proof of your address or identity.

If you would like your order to be delivered to a different address and the option to enter a separate delivery address does not appear when you are making a payment, then please contact the online store directly to see if this option is available. Some online stores will only deliver to your billing address to ensure that you are the genuine cardholder.

10. Why did I receive the error message ‘Invalid card number entered’?

This error message indicates that the card number you have entered is incorrect. Please ensure you have entered the correct number of digits in the sequence displayed on the front of your card.

If you entered the correct card number but have recently been issued a new card, then please check with your card issuer to ensure it has been activated and that you are able to use the card in a Cardholder-Not-Present environment (making a payment online/over the internet).

While our payment system supports the most common international and domestic card types, the options offered by each online store may differ depending on the elements of our service that they have chosen. Therefore, if your card number continues not to be recognised, please contact the online store directly to discuss the alternative payment options available to you.

11. What is a security code (CVV) and where can I find it?

The security code is a unique three or four-digit number printed on your debit/credit card.
For additional security, many online stores require this information to be entered when you are making a payment. As the number is not embossed on the card it cannot be printed on receipts – making it difficult for anyone other than the genuine cardholder to know it.

Some cards, including many UK-issued cards, have a three-digit number printed at the top of the signature strip on the reverse side of the card.

Other cards such as American Express have a four-digit number printed on the front of the card, above the account number.

12. Why did I receive the error message ‘Invalid issue number entered’?

This error message indicates that the ‘Issue Number’ you entered is incorrect. This must match the issue number shown on the front of your card. If you do not have an issue number for your card, please leave this field blank.
If you have entered the correct issue number, but recently were issued a new card, then please check with your card issuer that it has been activated and you are able to use it in a Cardholder-Not-Present environment (to make a payment online/over the internet).

13. Why did I receive the error message ‘Invalid expiry date entered’?

This error message indicates that the ‘Expiry Date’ you entered is incorrect. This must be a date in the future and match the date shown on the front of your card.

If you have entered the correct date, then please check with your card issuer that your card has not been cancelled or replaced and that you are able to use it in a Cardholder-Not-Present environment (to make a payment online/over the internet).

About Your Order

14. What should I do if I’ve been unable to contact the online store?

NETBANX only provides online stores with the ability to accept card payments securely over the internet. We do not hold information about the goods/services you have ordered or their delivery status, and are not able to cancel your order or provide you with a refund. The online store is responsible at all times for any queries relating to the payment and fulfillment of your order.

Unfortunately, if you have been unable to contact the online store you have purchased from, we can only recommend that you contact your card issuer to raise a dispute and/or approach the relevant consumer rights organization for your region for further advice.

15. Who do I contact if I have a general query about my order?

Please contact the online store from which you made the purchase. NETBANX processes online payments on behalf of the store, but we do not carry information regarding the actual order or its progress.

Contact details for an online store are usually available on the store’s website, the online store purchase receipt and on the NETBANX transaction email confirmation.

When contacting the online store, please include your NETBANX reference number (shown on the NETBANX transaction confirmation email).

16. When will my order be delivered?

NETBANX enables businesses with an online store to accept payments securely over the internet. We do not hold information about the goods/services you have ordered or their delivery status, and are not able to cancel your order or provide you with a refund.

It is the online store’s responsibility to confirm acceptance of your order, the delivery time frame, and to handle any queries you may have relating to the payment and fulfillment of your order.

While your payment may have been successful, the confirmation email is not an acceptance of your order; this should be confirmed to you separately by the online store along with the estimated delivery time frame. You should find the online store’s contact details on their website, the online store purchase receipt and on the NETBANX transaction confirmation email.

17. How do I obtain a VAT receipt?

Please contact the online store from which you made the purchase. NETBANX processes the store’s online payments, but we cannot issue any kind of receipt on the store’s behalf.

Contact details for an online store are usually available on the store’s website, the online store purchase receipt and on the NETBANX transaction email confirmation.

When contacting the online store, please include your purchase NETBANX reference number (shown on the NETBANX transaction confirmation email).

18. How do I learn the online store’s name when I have an unrecognized transaction from NETBANX on my bank statement?

If you have recently made an individual purchase or have set up recurring payments you first should check recent online transaction receipts. However, if you see NETBANX on your bank statement and do not recognize the payment, we can provide you with the name of the online store. Please provide us with the details of the payment using this web form.

If you have any doubts of the validity of the transaction (for example, if you have not made a purchase at all), please contact your bank immediately.

19. What should I do if I’ve received a confirmation email from NETBANX for a purchase I didn’t make?

This may have happened because a legitimate shopper made a mistake when typing their email address and you have received the purchase confirmation email by mistake, or it could be due to a fraudulent transaction.

Please contact your bank immediately to find out if any unknown transactions have taken place.

20. I’ve been billed incorrectly – what do I do?

NETBANX is provided the payment amount by the online store from which you made the purchase. If the amount is incorrect, please contact the online store immediately.

Contact details for an online store are usually available on the store’s website, the online store purchase receipt and on the NETBANX transaction email confirmation.

Cancelling a Payment

21. How do I cancel my order and get a refund?

Please contact the online store from which you made the purchase. The online store is responsible for any queries relating to the payment and fulfillment of your order. Their contact details should be displayed on their website, the online store purchase receipt and on the NETBANX transaction confirmation email.

NETBANX only provides online stores with the ability to accept payments securely over the internet. We do not handle the goods and we are not authorized to cancel orders or give refunds.
Also, if you want to cancel a recurring payment, please contact the online store to cancel it.

22. What is a recurring payment and how do I cancel it?

NETBANX’s recurring payment service is used by the online store to debit a shopper’s card on a regular or repeat basis to obtain payment for ongoing subscriptions and memberships, or payment by installment for the products/services they sell through their online store.

To cancel a recurring payment, please contact the online store from which you made the purchase. The online store is responsible for any queries relating to the payment and fulfillment of your order. Contact details for an online store are usually available on the store’s website, the online store purchase receipt and on the NETBANX transaction email confirmation.

23. How can I get a refund?

Please contact the online store from which you made the purchase. The online store is responsible for any queries relating to the payment and fulfillment of your order. Their contact details should be displayed on their website, the online store purchase receipt and on the NETBANX transaction confirmation email.

As a Payment Service Provider we only provide online stores with the ability to accept payments securely over the internet. We do not handle the goods and we are not authorized to cancel orders or give refunds.

24. How will I know if a refund has been processed?

It is the online store’s responsibility to handle any queries you may have relating to the payment and fulfillment of your order. They should confirm to you separately if a refund is to be given and under what terms. Contact details for an online store are usually available on the store’s website, the online store purchase receipt and on the NETBANX transaction email confirmation.

Please note that once a refund has been made it may take between five and thirty business days for the refunded payment to be processed through the banking network and be allocated back to your account by your card issuer.

Internet Shopping Safety

25. The padlock icon is not displayed on your payment page – is it secure?

If your web browser does not display the padlock icon on the payment page, do not proceed with the transaction and contact the online store immediately.

Query not answered by FAQ

26. My query cannot be answered by any of the FAQs – now what do I do??

If you cannot find an answer here, please first contact the online store that you have ordered from, as they are responsible for any queries relating to the payment and fulfillment of your order.

NETBANX provides online stores with the ability to accept payments securely over the internet. We do not hold information about the goods/services you have ordered or their delivery status, and we are not able to cancel your order or provide you with a refund.

If you have already contacted the online store and your query cannot be answered by them or any of the FAQs provided here, please contact us.