HOW CAN I CONTACT MONNET PAYMENTS?

You should send an email to our Support team, at the following email address: support@monnetpayments.com 

 
HOW CAN I KEEP TRACK OF INCIDENTS OR INTERMITTENCIES IN MONNET'S SERVICE?

You can follow incidents on our Status Page: https://monnetpayments.freshstatus.io/ 

 
MY PAYMENT WAS DEDUCTED FROM MY BANK ACCOUNT BUT I DID NOT RECEIVE CONFIRMATION FROM THE MERCHANT. WHAT SHOULD I DO?

If the deposit amount was deducted from your bank account, but the payment has not yet been confirmed on the website where you made the purchase, please contact us, sending the complete payment receipt along with the email of the registered user on the platform. Please note that even if Monnet verifies the payment, it may take a few hours for the website to confirm it and for it to be reflected in your account. 

Ten en cuenta que incluso si Monnet verifica el pago, es posible que el sitio web tarde algunas horas en confirmarlo y que se vea reflejado en tu cuenta.

 
I MADE THE DEPOSIT WITH AN INCORRECT PAYMENT CODE, WHAT SHOULD I DO?

You must send us the complete payment receipt showing the code you used. You must also tell us the correct code.

 
I GENERATED A PAYMENT ORDER, BUT I AM NOT GOING TO MAKE THE DEPOSIT. HOW CAN I CANCEL THE PAYMENT?

The payment orders generated and not paid are automatically cancelled after the payment time expires, without generating any additional cost. And to make a new purchase, you just have to enter the desired website and generate a new order.

 
I DID NOT RECEIVE A RESPONSE FROM THE PLATFORM WHERE I MADE THE PURCHASE, WHAT SHOULD I DO?

Whenever a message is sent to the website, it is best to wait a period of 5 to 7 business days to receive a response. After this period, you can contact us so that we can provide you with support by forwarding your request to the your request to the Commerce contact channels. 

 

DO I NEED TO SEND PROOF OF PAYMENT AFTER MAKING THE DEPOSIT?

No, deposits are processed automatically within the timeframe indicated for each payment method.

 

I NEED PROOF OF MY PURCHASE, HOW CAN I GET IT?

Monnet Payments is not the one who offers the product or service, we are the payment processor, so we do not issue invoices or receipts of any kind.

When you make a payment, your bank or the cashier where you make the transaction must give you a payment receipt with all the details.

 

HOW TO ASK FOR A REFUND?

Monnet acts as a payment intermediary. Therefore, to request a refund, you must first contact the support team of the website where you made the purchase so that they can issue the authorization to us.

 

I DON'T RECOGNIZE THE DISCOUNT IN MY BANK ACCOUNT, WHAT SHOULD I DO?

Debe comunicarse con su entidad bancaria para que le brinden los detalles del pago, y emitan la comunicación correspondiente. A su vez, puede enviar un correo a nuestro equipo de soporte para que le brindemos apoyo