Frequently Asked Questions

• Where is my money?

  GlobalCollect processes payments on behalf of companies selling products and services via the internet. These companies have authorized GlobalCollect to debit your account, as according to the companies you have agreed to, in order to purchase a product or service. So please check that neither you nor someone in your household has recently bought anything online, by mail or telephone. If you are certain that this is NOT the case, please get in touch with the supplier or your personal bank to start a refund process.

• When will I get the product / service I ordered?

  GlobalCollect processes payments on behalf of companies that sell products and services via the internet. Please take into consideration that payment processing may take a while. This depends on a variety of factors – such as the payment method you selected, the currencies and the region you live in – for example, in Latin America or Asia Pacific this may sometimes take up to 2 to 3 weeks. Once your payment has been processed, we will inform the company from which you bought the products or services that you have paid. To find out when you will receive the product or services you ordered, please contact the supplier as we do not have access to this information. If you would like to find out the status of your payment, please click the option “Payment status check” on the left hand side of this screen for further assistance. Again, we as a Payment Service Provider don’t have access to information about the delivery date.

• How do I get my money back?

  If you did not buy anything via the internet or suspect that you are a victim of Identity Theft or Credit Card fraud, please contact your bank to start a withdrawal process. As much as we’d like to help you, as a Payment Service Provider we are not authorized to initiate a withdrawal process or charge back on your behalf - you personally need to contact your bank. To explain, GlobalCollect processes payments on behalf of companies that sell products and services via the internet. These companies have authorized GlobalCollect to debit your account, as according to the companies - you have agreed to in order to purchase a product or service. So first please make sure that neither you nor someone in your household has recently bought anything online, by mail or telephone.

• I am not satisfied with the product / service I ordered.

  If you are not satisfied with the product or service you ordered please contact the supplier directly to start a refund process. GlobalCollect processed your payment on behalf of the company that sold you the product or service but cannot assist you with queries or comment on the quality of the merchandise.
  
  COMING SOON: an updated list of supplier contact details is listed in the consumer support section of our website.

• I want to speak to a person.

  To assist you further, a team of GlobalCollect service representatives are available 24 hours a day, 7 days a week to answer your questions in a variety of languages. An updated list of phone numbers, for native language consumer support, is listed in the Shopper Support 24/7 section of our website. Please make sure you have your reference number and other payment related information such as bank account number or credit card number handy.