FAQ
1. Introduction
Novalnet AG is a licensed payment institution in Germany, which specializes in the professional electronic payment processing for businesses in e-commerce. Novalnet AG acts as a competent full-service payment provider. The company was founded in 2007, headquartered in Unterföhring near Munich and in the meantime has already received several awards as the best payment service provider.
No problem! Please contact our customer support at +49 89 9230683-29 or write an e-mail to payment@novalnet.de.
2. Product / Service
You have already tried to get in touch with a website owner, but got no response to your enquiry?
Please contact our friendly and competent customer support. We will deal with your enquiry promptly and contact your contract partner to clarify the situation to your satisfaction.
Alternatively, you can contact a consumer organization or your legal adviser to find out about your rights.
If you have received an alleged phishing e-mail, please inform us as soon as possible by e-mail to payment@novalnet.de.
Please check first,
- whether you have made the transfer within the payment period of the invoice.
- to which bank account you made payment. If you have paid to the bank account of the shop owner (contractual partner) instead of ours, please contact a shop owner directly to make sure that he has actually received your payment.
- whether your bank account had sufficient funds at the time of debiting (especially during Direct Debit).
If you have already made the payment, please send us the comprehensible receipt, stating the reference number or the transaction identification number (TID) by e-mail to payment@novalnet.de or by fax to +49 89 9230683-11, Our friendly and competent customer support will get in touch with you as soon as possible after examining your request.
3. Payments
When making the payment, you should specify an order or transaction ID (TID) number in a payment reference field, in this way the payment can usually be matched automatically.
Novalnet AG, acting as a payment provider, is responsible for the processing of the payment for an online shop where you buy. Therefore, an invoice amount has to be paid to Novalnet AG for further processing.
In order to cancel your order or to receive a refund, you must contact the contractual partner (online shop owner) where you placed an order. Novalnet AG can neither cancel your order nor issue a refund.
Please contact our customer support via e-mail at payment@novalnet.de. You will receive a written confirmation of the change(s) made.
+49 89 923068329
Contact details
- payment@novalnet.de
-
+49 89 923068329
(9 a.m. to 4 p.m. German Time – Mon to Fri)
Note
- You may experience some delay in the communication due to the large number of communications being overloaded.