Payments and complaints
When can we expect to receive a paper invoice from PeP?
Paper versions of invoices for Merchants who do not use electronic access to invoices and billing documents are issued by the 4th working day of each month. After this date, they are sent to an external company, which prints and sends them via the Polish Post Office. At the same time, on the 5th working day of the month, invoices in electronic version are made available through the logged-in website www.klienci.pep.pl in the "Invoices and Statements" tab.
Where can you explain doubts related to the reports you receive?
Any doubts should be reported to the PeP Merchant Service Centre, which, for your convenience, is available 24/7 phone: (17) 859 69 69 or by e-mail at email@example.com.
When is the terminal rental fee charged?
The terminal lease fee is charged in the form of compensation for the accepted payment transactions on the 2nd working day of the month, but is calculated and visible in the report on the 1st working day of the month.
When does the customer receive funds in the case of return/nullify of a transaction?
The deadline for returning funds to the customer depends on the Bank issuing the card and may take several business days. Cancellations made on the same settlement day are unnoticeable by the cardholder, except for the possibility of temporary blocking of funds.
When is a transfer made for transactions and what is the settlement process like?
Funds are transferred on the second working day after the transaction to the bank account indicated in the cooperation agreement. One transfer is made for transactions from Friday to Saturday. It is a standard settlement of the merchant. It is possible to launch a paid transfer service on the next business day after the transaction is made. The terms and conditions are negotiated individually with the PeP Client Advisor.
What does "Merchant billing level" mean?
It means that for all outlets, transfers and fees are balanced and sent to a joint bank account.
What does the term "Outlet billing level" mean?
It means that within each outlet transfers and fees are balanced and can be sent to separate bank accounts.
How are transfers to Merchants described?
- For the "Outlet Settlement Level" - "Settlement of card transaction <OID number> <Outlet name>".
- For the "Merchant Settlement Level" - "Settlement of card transactions <MID number> <Merchant's name>".
Is it possible to receive one collective invoice (rent, commission)?
No, because cooperation in the field of payment transactions is regulated by both "Payment card agreement". (trilateral agreement - Merchant, PeP and BPH) on the basis of which a commission is calculated, as well as the "Cooperation Agreement". (agreement - Merchant, PeP), on the basis of which monthly fees are charged (lease of terminal, logo, etc.).
How can I change my bank account number?
In order to change the number of the bank account to which the charges are transferred, log in to the PeP Client's Zone, download the appropriate form, fill it in and sign it in accordance with the rules of representation, and then send it to firstname.lastname@example.org. You can also call the 24-hour merchant service centre, which will send the bank account change form to the address indicated, by e-mail or fax (te. 17 859 69 69)