Registration and purchase

The ClickandBuy service enables you to make electronic payments via your account for purchasing products or services from online service providers. During the purchasing process you register at ClickandBuy and enter the data concerning the method of payment that you want to use – this may be your bank account or your credit card. The amount is then debited automatically via the chosen method of payment.

Settlement Agreement/Easy Collect

If you choose the Easy Collect debit authorization as a settlement procedure on the website of an online service provider you permit the service provider to summarize individual purchase sums into a single total amount and to forward this to ClickandBuy for charging. The total amount is then debited automatically via your chosen method of payment. Your advantage: you do not have to confirm every individual transaction via the ClickandBuy payment site. Participation in the Easy Collect procedure can be revoked in the ClickandBuy service area at any time.

Ensuring the method of payment is up to date

As every online purchase you make will trigger a subsequent debit from your account, we kindly ask you to check the validity of the method of payment prior to making your purchase and to ensure sufficient money is available in your account. This is how you prevent failed payments from occurring, which are also subject to charge.

Failure of payment

We will inform you immediately of return debit notes by sending an email to the email address that is saved in your customer account. In this context, please check the payment data and ensure a sufficient account balance. Our system will automatically initialise a further debiting attempt on the basis of the method of payment specified in the account.

In the ClickandBuy service area you also have the option of being able to settle a backlog of payments with another debit. To do this, select the method of payment you want to use for the debit and click on 'debit again'.

You can also settle any outstanding payments by making a payment into your ClickandBuy account. To do this, click on 'Make payment' in the service area. Please remember that depending on the method of payment, it may take a few days until this sum is available on your ClickandBuy account. Please refer to the fees table in our GTC to view specific failure of payment fees.

To protect you against possible inconveniences during payments transactions, we check your chosen method of payment with your credit institute. To be able to offer you the best possible service, we recommend that you confirm the method of payment you have specified. Your ClickandBuy account is verified once it has been successfully confirmed, after which it then becomes fully functional. This means you can benefit from higher payment and spending limits.

If despite entering the correct payment data you are prompted to choose a different method of payment, we recommend that you contact your bank or your credit card institute. Uncertainties can often be clarified quickly and you can then continue with your online purchase without any problems!

In the 'Payment' menu item in the service area, different options are available to you for making a payment - via credit transfer or direct debit, for example. If you select the 'Giropay' or 'Immediate transfer' payment methods, the amount that is paid is immediately available. You can also make payments with your credit card.

Please note that online service providers have the right to decline individual payment options. Unfortunately, ClickandBuy cannot influence this.

Always carefully check your account statements and credit card invoices for possible irregularities. You can gain an exact overview by comparing your receipts with the overview under the 'Transactions' menu item in the ClickandBuy service area.

If you are still unable to assign the payment and you suspect your ClickandBuy account may have been used illicitly by someone else, our Customer Service Advisors will be pleased to assist you. If you decide to contact our customer service team, make sure you have your customer number (CRN) at hand. Your customer number and the phone number for our customer service department are provided on the account statement you get from your personal bank.

As an electronic financial institution, ClickandBuy does not issue any invoices. You can gain an overview of your transactions on your account statements. You can view these online in your service area under 'Transactions'.

Please contact the corresponding online shop directly if you wish to receive an invoice for a product you have bought. They will be pleased to assist you!

Your balance can be paid to you from an amount of EUR 10.00 and over. If this amount has been available to you on your ClickandBuy account for at least 10 days you can arrange for the payment in your service area quickly and easily.

The payment is normally made within five working days. Please bear in mind that the actual time frame can be influenced by the internal processes of your personal bank.

During current debits from your ClickandBuy account, for example with direct debit procedures or credit card invoices, delays and/or refusals of the payment that you have chosen may occur. In these cases, wait for the 'Concluded' status within the transaction overview in the ClickandBuy account. You can then initialise the payment once again.

We also ask you to bear in mind that in the scope of our auditing standards which are required on the basis of the regulations of the Financial Services Authority (FSA) and which serve your personal security, in individual cases, rejections of payment or telephone checks to payment orders may occur.

In the event of notification that your account has been blocked in your service area it is still possible to click on all of the menu items and to make the corresponding changes. The only exception to this rule is blocking in the event of the incorrect entry of the date of birth. In this case, please use the Contact form on our online internet site.

Personal data

You can update and/or correct your personal data at any time in the ClickandBuy service area. To do this click on 'Settings'. You are not able to change your name without providing the corresponding proof, however, for instance, with a copy of your passport or ID card or marriage certificate.

Email address

Please make sure your customer data are up to date, adding new email addresses to your customer account. Remember to delete old messages from your email mailbox on a regular basis. This means you remain accessible and up to date at all times.

Method of payment verification

Have you verified the method of payment that you specified? With a verification, the security of your ClickandBuy account is further improved and you gain a range of advantages when shopping. You can benefit from higher payment and spending limits, for example.

No problem: simply click on the 'LOGIN' menu item on our online website, www.clickandbuy-t1.com The user friendly 'Forgotten user name and password' function will then help you out.

Complaints about a product or a service

Is the product faulty, does it not correspond with the description, or has there been a delay with its delivery? If this is the case, please send your complaint to the contractual partner from whom you purchased the product. The contact details are provided on the web page of the service provider under 'Legal notice' or 'Contact'. The cancellation of a transaction via ClickandBuy requires the written approval of the service provider.

Complaint concerning payment transactions

If there have been any irregularities within the ClickandBuy system this is how you can contact us immediately. We will try and rectify any problems as quickly as possible. To ensure the handling process as quick as possible, make sure that you have your customer and transaction data and possible email correspondence to hand. You will find your transaction number in the service area under 'transaction numbers' / 'transaction overview', and your ClickandBuy customer number under 'my account' or on the account statements from your personal bank directly underneath the debited sum as a so-called CRN.

You do not have to pay any fees for an active ClickandBuy account! For this reason, it is not necessary to cancel your ClickandBuy account either!

To carry out transactions in the context of your account (e.g. payments in or payments out) it is possible that fees may be charged pursuant to the ClickandBuy fees table. You will find a list of all such fees in our GTC at www.clickandbuy-t1.com.

You can cancel your ClickandBuy account in the service area under 'Settings'. If cancellation via the service area is not possible please contact us via the contact form on our online website: www.clickandbuy-t1.com. If you decide you would like to use ClickandBuy again, you can register free of charge again at any time.

You can view and manage your subscriptions in the service area of your ClickandBuy account. You can reach the 'Subsrciptions' menu item via 'Transactions'. Here you gain an overview of your current subscriptions and you can also cancel them should you wish. Subsequent to a minimum period which you agree with the service provider the subscription will end in due time. You will receive a confirmation email. Subscriptions, the running time of which has ended, will no longer be displayed in the subscriptions overview.

ClickandBuy will send you interesting offers that are tailored to your requirements from our wide range of service providers via email. If you do not want to receive a newsletter then it goes without saying that you can cancel them quickly and easily. To do this, please click on the corresponding link at the bottom (footer) of the newsletter. Simply confirm your cancellation and you're done!

You can also cancel the newsletter via your ClickandBuy customer account. Under the 'Settings' menu item in your profile you can find a newsletter option which you can deactivate.

To do this, click on 'Settings' in your customer account. Under the 'Your profile' menu item, the 'General settings' field will then appear, with the 'Change' button underneath. After clicking on this button you can then revoke your approval for individual offerings on the next page.

Using personal data to maintain individual offerings is generally only possible on the basis of express permission. You may have given us this permission and confirmed it by email when you originally opened your ClickandBuy account. You can find further information about data protection here.

We attach considerable importance to our customer service and want you to be satisfied. If this is not the case, however, your complaint can help us to improve our work.

In the event of a complaint we rely on being given as much information as possible. For this reason please make sure you send us your full contact data, which will speed up the processing. Please remember, however, that for security reasons, you should never give us the full numbers of your credit cards. Instead, please inform us of the first six and last four digits of your credit card number.

The most simple way of making contact with us is to follow this link. Click on 'Complaints' and enter all the data and information you have concerning the complaint in order to guarantee faster processing.

Please do not hesitate to contact us in writing at the following address:

ClickandBuy International Limited

Complaint Department

Lincoln House

137–143 Hammersmith Road

London

W14 0QL

United Kingdom

Processing times

We always try to offer our customers a high standard of service. Our complaints management team will check your compliant in detail with the aim of concluding the matter in question within two working days subsequent to its receipt to the satisfaction of both parties.

If it does not prove possible to resolve a problem straight away, we will contact you within five working days to confirm receipt of the complaint and to inform you of the further course of action and estimated processing timeframe. In the event of especially complex complaints you will be informed within eight weeks of the processing status of the complaint in question and of possible solutions.

Financial Ombudsman

If you are not satisfied with the outcome of a complaint then you can appeal our decision within six months at the Financial Ombudsman Service (FOS). ClickandBuy International Limited is a member of the Financial Ombudsman Service (FOS), which was established by the Financial Services Authority (FSA) as an independent body for settling disputes concerning financial services. This service is free of charge but certain matters that are examined by the Financial Ombudsman Service are subject to certain restrictions.

You can find further information about this directly from the FOS:

Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR

United Kingdom

+44 845 080 1800

www.financial-ombudsman.org.uk

Registration with Shopsystem

If you operate your online shop with one of the listed Store systems , you can register directly via the corresponding link andRegistration of a self-programmed site without Shopsystem the appropriate plug-in. The registration runs fully automatically and ClickandBuy will be available for customers as a payment option immediately after registration.

Registration of a self-programmed site without Shopsystem

In order to register as a seller with ClickandBuy, please use the registration form and enter all of the necessary data. Our technical personnel will contact you in order to carry out the integration into our payment system and to put your account into live operation.

You will find all the technical information at our Integration-Network. There you can also download the right ClickandBuy Logo.

Merchant Due Diligence (MDD) /Security Check

Before you can start as a seller on ClickandBuy, you might, depending on your category, have to undergo a security check.  We have to carry out this check because ClickandBuy is regulated as an eMoney Institute by the British Financial Services Authority ( FSA ).  For the following categories we have to carry out a security check before you can use our payment system:

• Erotic
• Betting and Gambling
• Retail and Digital Content (e.g. PDF-Download)

Documents for the Security Check

1. Category: Retail and Digital Content (e.g. PDF-Download)

• Copy of identity card or passport of all proprietors of the business with more than a 25 % share of the business
• Copy of the extract from the trade register or trade licence
• Copy of a gas, electricity or telephone bill that should be no older than 3 months, for checking of the address data
• URL of your shop and/or test-URL and access data, if the actual URL is not yet active

2. Category: Erotic

• Copy of identity card or passport of all proprietors of the business with more than a 25 % share of the business
• Copy of the extract from the trade register or trade licence
• Copy of a gas, electricity or telephone bill that should be no older than 3 months, for checking of the address data
• URL of your shop and/or test-URL and access data, if the actual URL is not yet active
• An "age-verification site" must appear before the customer is transferred to the actual site with content for adults

3. Category: Betting und Gambling

• Copy of identity card or passport of all proprietors of the business with more than a 25 % share of the business
• Copy of the extract from the trade register or trade licence
• Copy of a gas, electricity or telephone bill that should be no older than 3 months, for checking of the address data
• URL of your shop and/or test-URL and access data, if the actual URL is not yet active
• Copy of the betting licence

Rhythm for your Payments

Payments are transferred automatically and at regular intervals by ClickandBuy directly to the bank account that you have entered in your ClickandBuy seller's account. Please refer to your contract for the settlement period.

Changing the Bank Connection

For security reasons, only ClickandBuy can change your bank connection. Please use the contact form and give us the following data, stating your ClickandBuy customer number, Merchant ID or your user name.

For a German bank connection:

Account Holder:
Credit Institute:
Bank Sort Code:
Account Number:
For a foreign bank connection:
If your bank account is not with a German bank, we require the following data:
Account Holder:
Credit Institute:
BIC/SWIFT:
IBAN:

Payment Methods

Customers in different countries can pay with different means of payment. In Germany, for example, by direct debit, credit card or instant transfer.  On our website you can find an overview of the payment methods.

Currencies

You, as a seller, can have your sales paid out in the various usual currencies, which you can find in Overview of the currencies under Settlement Currencies. The purchasing price is displayed to your customers, depending on the country of origin, in your own national currency, the so-called Display Currency, .

Master Data

Among the master data you can find all the data to with your ClickandBuy account and you here also have the option of making appropriate changes to these.

Password

In the category Password you can change your password for logging into your ClickandBuy service area. In addition to this you can add passwords to provide additional protection for offer management or invoices.

Restrictions

Here you can specify whether you want to block particular countries and thus customers from these countries for your offer, to block particular IP addresses or if, for example, you want all customers who buy from you to be required to have had their bank account confirmed beforehand with ClickandBuy. It is also possible to entirely block individual payment methods.

Account Overview

In the account overview you will find, according to your invoicing cycle, all invoicing documents for downloading. Please note that only the documents from the last 18 months are displayed to you. It is therefore to be recommended that you set up your own archive with the older documents in addition to the service area provided online.
You can find detailed information on the individual invoicing documents at Merchant Manual under 1.1.3.

Sales

In the Sales you can see in real time how many transactions have taken place so far in the current month or in the previous months. Here you can also track cancellations or credit vouchers that you have produced. All data can be downloaded as CSV or Excel files. In our Merchant Manual you will find a precise summary of all functions, under 1.1.4.

New Domain

If you would like to add a new domain then you can do that here. To take the domain out of test operation and into active operation, please send an e-mail with you ClickandBuy customer number, Merchant ID or ClickandBuy user name and the name of the domain to merchant-support@clickandbuy-t1.com

Overview

The menu point "Overview" is especially important for, if necessary, being able to produce an Easy Collect ID, in order to be able to issue credit vouchers and/or cancellations with the transaction manager. To produce the Easy Collect ID please proceed as follows:

Please go to the corresponding domain on the left side in your service area under "Overview“ and click on this domain. A menu will open. In this you will find the menu entry "Easy Collect“. Please click on this and then on Produce Easy Collect ID, in order to configure the appropriate ID, which only has to be produced a single time.

Subscriptions

You can find a detailed technical description of the management of subscriptions at here. If you do not see this tab in your service area (MSA) then it must be released by our technical support. For this, please contact merchant-support@clickandbuy-t1.com stating your ClickandBuy customer number, the Merchant ID or your user name.

Transaction Manager Interface (TMI) and Transaction Manager Password

In order to be able to make full use of the transaction manager you need the Easy Collect ID. You will find out how to produce this here. (Link back to the menu point "Overview“)

You can find general information on everything to do with the transaction manager at technical documentation.

You can find the transaction manager password again as part of the code of your scripts, which communicate with the ClickandBuy Transaction Manager Interface (e.g. in the second confirmation script, which uses the method isExternalBDRIDCommitted).

If you decide to reset the transaction manager password, please ensure that all scripts containing the tmPassword are updated. Otherwise, communication to all ClickandBuy TMI methods is disrupted and you will continually receive the code "41:BadPassword" as an error message .

If you can no longer find the transaction manager password or it has not yet been incorporated into your TMI scripts, please contact our technical support at merchant-support@clickandbuy-t1.com.

Event Messaging Service (EMS)

The Event Messaging Service is primarily a near-time service, that informs you as a seller about status changes of e.g. transactions or subscriptions and is based on XML files. You can find detailed information on the subject at Event Messaging Service (EMS) in our integration network.

The Integration Network

You will find an interactive forum with all technical documentation if you visit our Integration – Network. Also helpful is the Glossar, if you would like to look up particular things, or Merchant Manual, which contains important information on everything to do with your ClickandBuy seller's account.

Technical Documentation

You can find technical documentation with a glance at our integration network.  Please select the corresponding documentation and download the file as a PDF in German or English.

Technical Problems

If no more transactions are being generated or fewer than normal, then we ask you to first look for errors on your own part. The most simple method here is to carry out a test purchase yourself, on your site, using your ClickandBuy customer account. If at the end you receive a purchase confirmation from ClickandBuy then the processing of the payment has been successful and there has probably been a temporary fault.

Problems with Customers

You can refer customers who contact you with questions about payments or problems with your ClickandBuy customer account to the contact form, our customer service.

Alternatively, you can ask customers who contact you directly to give you their  ClickandBuy customer number and to describe the situation. You can then contact our ClickandBuy Support via our contact form. Please be aware that this contact form is intended exclusively for sellers and that enquiries from customers cannot be processed or passed on here.