Customer FAQ

We have compiled the most important questions and answers for you here.

Do you have questions about returns, cancellations, complaints about products and late or incorrect deliveries? The contact person for these questions remains your onlineshop (where you bought your products).

General questions

I have moved and would like to give my new address. How do I proceed?

Unfortunately, for technical and legal reasons, it is not possible for us to store changes of address in the system. We kindly ask you to enter your new address when placing a new order, so that the order and invoice process is carried out correctly.

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I cannot open the attached PDF invoice. Which software do I need?

To open the invoice in the attachment, you need the latest version of Adobe Acrobat Reader. You can download it under the following link: Adobe Acrobat Reader

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I can’t order on account. Why is that?

There can be different reasons for a refusal. Possible reasons can be: you have recently moved and your address cannot be found or you are not yet of age. In principle, various factors are compared during a credit and identity check. In addition to the residential address and age, the economic and personal situation is also checked.
Unfortunately, it is not possible to provide information by phone for reasons of data protection. Please use our information form for further information.

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What information do I need to pay my bill in e-banking?

On our paying-in slips you will find all the information you need for payment with the template “orange paying-in slip”.

You will find the 27-digit reference number above your address.

The 8-digit account number is located above the invoice amount.

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At what age can I use the “purchase on account” or “purchase in instalments” options?

“Purchase on account” and “Purchase in instalments” are available at the age of 18.

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How can I contact customer support?

For general questions about “purchase on account” or “purchase in instalments” please use the contact form.

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Where can I find availabill’s banking information?

The banking information and associated reference number is provided on the payment slip that comes with your invoice.

You can’t find your payment slip? Please use the contact form.

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Delivery & Returns

I’m not happy with my purchase. How do I proceed with the return of my purchase?

For complaints or issues with purchased goods, please contact the store where you made the purchase.

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When will I receive my goods?

For questions about your order, please contact the shop where you placed your order. Availabill is in charge of billing. The shop is in charge of shipping your order.

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Overdue notices

I have received a payment reminder, but do not know what I have ordered.

For a copy of the invoice with the details of your order, please contact us using the contact form.

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Why am I getting a reminder?

The payment period of the invoice is 30 days. You are therefore obliged to pay it within 30 days.

If you do not meet your payment obligation, you will first receive a free payment reminder with an additional payment period of 10 days.

After the additional period has expired, reminders will be sent for a fee. The amount of the reminder fees can be found in the general terms and conditions of the respective shop.

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I have received an overdue notice for an invoice I have already paid.

There can be several reasons for receiving an overdue notice for an invoice that you have already paid:

• The payment and the overdue crossed in the post
If you have already paid the invoice in full you can disregard the overdue notice.

• You provided the wrong reference number
If you made a mistake when entering the payment details please contact us using the contact form.

• You accidentally paid the wrong amount
The overdue notice shows the difference between the invoice total and the amount received. Please transfer the balance.

• You used the online shop’s banking information
Please ask the online shop to forward your payment to avaialabill so that we can close the case. That way you will not receive further overdue notices.

For other questions, please use the contact form.

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Billing and payment plans

I received a payment plan for three instalments. Can I choose a different payment plan?

I received a payment plan for three instalments. Can I choose a different payment plan?

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I have difficulty paying my instalment this month. Can I put my payments on hold temporarily?

If you have difficulty paying your invoice or an instalment please contact our customer service team. They will work with you to find a solution. Please use the contact form.

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Why did I receive a payment plan along with my invoice?

In order to make payment as convenient as possible for you, we provide you with a payment plan (if the shop has enabled that option). You can choose to pay the invoice in full or in three convenient instalments spread over three months.

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Can I pay my invoice at the post office?

You can only pay your invoice at the post office if you received a paper invoice by post. Invoices sent by postautomatically include a payment slip with a reference number and are accepted by the post office.

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Why is the VESR number so important?

VESR stands for “Payment slip processing with reference number”. VESR is only used in conjunction with orange payment slips. With VESR, payments can be assigned and processed in a highly automated manner.

Thanks to the VESR reference number, we can ensure that your payment is assigned and processed correctly.

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The value of my order has changed (due to returns, for example) Hence, the invoice total has changed. What should I do?

The shop will notify us in case of changes to your order (due to returns, for example). In this case, you will automatically receive a new invoice.

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I need a copy of my invoice. What should I do?

Did you misplace your invoice or did you never receive it in the first place? You are welcome to request a copy of your invoice from us. Please use the contact form.

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I did not receive an invoice. What should I do?

If you received your order but not the invoice we recommend the following:

Invoices sent by email:
• Check whether the invoice was inadvertently delivered to your spam folder.

Invoices sent by post:
• Even if the invoice and the order are shipped simultaneously, one of them may arrive a few days later.

If you have been waiting for your invoice for more than a week, please contact us via the contact form to request a copy of your invoice.

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Why did I receive an invoice from availabill?

Availabill handles payment processes for shops. You receive an invoice from availabill if you selected one of our payment methods for your purchase. We coordinate the sending of the invoice with the delivery of your order. To make a payment, please use the payment slip with the reference number.

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I received an invoice but my order has not yet arrived?

Even if the order and the invoice are shipped simultaneously, one of them may arrive a few days later. Please contact the shop to find out why your order hasn’t been delivered yet.

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Security and creditworthiness

I have a case of abuse to report. What do I have to do?

To process your abuse report we need some information from you. Please download this form. Read the form carefully, fill it out completely and sign it. Please return the form together with a copy of your identification card within 10 days to availabill AG, at the attention of the Risk Department, Hagenholzstrasse 85b C/2, 8050 Zurich.

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How is a credit check conducted?

The credit and identity check is part of the online shop’s ordering process. We mostly rely on the information you provide and also take into account third party information.

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Is payment via availabill secure?

availabill’s purchase on account and in instalments is one of the most secure payment methods on the market. You don’t have to provide any credit or banking information. Invoicing is coordinated with the shipping of the goods by the shop.

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I have good credit rating. Why was I rejected?

Several factors are taken into account when checking creditworthiness and identity. In addition to the customer’s financial situation we also check their home address, age and personal situation.

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What is a credit check?

The credit and identity check is a comparison between the information you provided during the ordering process and data from a credit reference agency.

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Refunds

I have exercised my right to return goods. When will I receive my refund?

We will process the refund as soon as we receive a refund confirmation from the store and your banking information.

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Does availabill need my banking information for a refund?

We definitely need your complete banking information and customer number to process a store credit or refund. Please provide these in the contact form.

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How can we help?

Here you will find all available contact options to get all your questions and concerned answers.