In this article, you will find answers to frequently asked questions about the prepayment payment method with elopage.
Overview
Will my customers be forwarded to the thank you page?
When do customers receive access to the product?
When will the invoice be issued?
What happens if customers do not pay?
What happens if customers pay after the payment status "expired?"
What happens if customers paid too much or too little?
What happens if customers pay for multiple transfers with one transfer?
What if the payment cannot be assigned?
What happens if customers have set up a standing order for subscription payments?
How can I cancel a payment that has not yet been made?
Can I have a prepayment fully or partially reimbursed?
When are prepayment payments reimbursed?
How long is the regular processing time of the banks for prepayment?
| Q: |
How does prepayment work? |
| A: |
After the purchase, your customers are shown the bank information for the transfer in their browser. You can find the corresponding transfer in the >>Transfer overview. The status of the transfer is "waiting for finalization" until the prepayment has been received. You can find more about the different status of transfers in >>Payment status of transfers. |
| Q: |
Will my customers be forwarded to the thank you page? |
| A: | The thank you page is not displayed for an advance purchase. If necessary, you can provide the link to the thank you page in your >>custom purchase confirmation email, e.g. in the button. |
| Q: |
When do customers receive access to the product? |
| A: |
After receipt of payment (status "Successful") and automatic assignment of the transfer, your customers receive the purchase confirmation email and thus access to the product. If you are not hosting your products on elopage, the delivery is your responsibility. |
| Q: |
When will the invoice be issued? |
| A: | As soon as the payment status is "Successful," the invoice will be created and your customers will be sent the purchase confirmation email. You can find all invoices in your seller account under "Billing & Reports" and "Invoices" (see also >> View invoices). |
| Q: |
What happens if customers do not pay? |
| A: |
If no payment is received or it cannot be assigned to a transfer, customers receive a payment reminder after 7 days. If, however, no payment is received that can be clearly assigned, the payment status changes to "Expired." You are then responsible for further measures such as reminders of the outstanding payment. |
| Q: |
What happens if customers pay after the payment status "expired?" |
| A: | As soon as the payment has been assigned to the transfer, the status changes to "Successful" and the purchase confirmation email is sent. |
| Q: |
What happens if customers paid too much or too little? |
| A: |
If the transferred amount does not correspond to the purchase price, the payment cannot be assigned automatically and must be checked manually. As a rule, we will then contact you and ask for clarification from the customer. If you want to reimburse an overpaid amount, please contact us at >>help.elopage.com |
Important
In order to be able to assign payments manually, we always need a transfer receipt from the bank with the name of the customer, date, IBAN of the sender and recipient, amount and intended use.
| Q: |
What happens if customers pay for multiple transfers with one transfer? |
| A: |
In this case, the payment must be assigned manually. Only then can the product be delivered. |
Important
In order to be able to assign payments manually, we always need a transfer receipt from the bank with the name of the customer, date, IBAN of the sender and recipient, amount and intended use.
| Q: |
What if the payment cannot be assigned? |
| A: |
If a payment cannot be assigned due to incorrect or missing information (e.g. intended use, name of the customer), we rely on you or your customer to contact us at >>help.elopage.com. Only then can the extraordinary assignment take place. |
Important
In order to be able to assign payments manually, we always need a transfer receipt from the bank with the name of the customer, date, IBAN of the sender and recipient, amount and intended use.
| Q: |
What happens if customers have set up a standing order for subscription payments? |
| A: |
In this case, the payment must be assigned manually. Only then can the product be delivered. |
Important
In order to be able to assign payments manually, we always need a transfer receipt from the bank with the name of the customer, date, IBAN of the sender and recipient, amount and intended use.
| Q: |
How can I cancel a payment that has not yet been made? |
| A: |
If the payment is in the "waiting for finalization" status, you can cancel it in the >>transfer details. The customer does not receive >>a payment reminder if it has not already been sent. |
| Q: |
Can I have a prepayment fully or partially reimbursed? |
| A: |
Yes, please contact us at >>help.elopage.com. The repayment cannot be transferred to another account. |
Important
In order to be able to reimburse payments, we always need a transfer receipt from the bank with the name of the customer, date, IBAN of the sender and recipient, amount and intended use.
| Q: |
When are prepayment payments reimbursed? |
| A: |
Refunds are made on the 1st and 15th of each month. |
| Q: |
How long is the regular processing time of the banks for prepayment? |
| A: |
On average, the processing time for prepayment transfers from Germany is approx. 2 working days. If a payment is only made after accounting cut-off or as a manual payment, the processing time will be longer. |
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