If a transaction has been incorrectly declined or an incorrect amount is displayed, we can submit the case to the partner shop for clarification. However, the shop requires official proof of payment for this.
What constitutes valid proof of payment:
A bank statement from your online banking account or a credit card statement that clearly shows the payment
A screenshot is sufficient – you are welcome to black out confidential data (e.g., other payments or account balance)
Important:
Order confirmations or manually written text proofs (e.g., emails or PDFs from the partner store) are not sufficient, as they are not accepted as proof of payment by the partner store.
If you would like us to initiate a clarification, please send us your proof of payment via the support form or by email to [email protected].