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Questions and Answers


Here you will find the most important questions and our answers.

Do you have questions about returns, cancellations, complaints about products and late or incorrect deliveries? Your contact for these questions remains the shop you shopped with.

Where can I find Availabill’s General Terms and Conditions?

You can find our General Terms and Conditions HERE.

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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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At what age may I use “purchase on account” or “purchase by instalments”?

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

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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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How can I contact Availabill’s customer support?

For general questions about “purchase on account” or “purchase by 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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General Questions

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

“Purchase on account” and “purchase by instalments” are available only from the age of 18 at the earliest. The age limit for ‘purchase by instalments’ may vary; some shops only allow “purchases by instalments” from the age of 21.

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

You will find all the information you need to pay your invoice in e-banking on your QR payment slip.

You will find the IBAN at the top right of the payment slip under account/payable to. Below this is the payee.

You will find the 27-digit reference number under the IBAN and the payee’s address.

To pay your invoice via e-banking, you can also simply scan the QR code on the payment slip. To do this, log-in to your e-banking. Click on ‘Payments’ and then on ‘Scan’. Hold the QR code at a sufficient distance in front of the camera. Check the payment details for accuracy and completeness and then authorise the payment.

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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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Invoices & Instalments

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). You will automatically receive a new invoice.

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I have difficulty paying my invoice / 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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I received a payment plan for three instalments. Can I choose a different payment plan?

Currently, you can pay the invoice in full or in three convenient instalments within three months, provided this option is permitted by the online shop. A different instalment payment plan is unfortunately not possible.

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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.

Friendly note: Payment deadline of the invoice must be met in any case.

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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 has accidentally ended up in 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 a instalment plan along with my invoice?

In order to make payment as convenient as possible for you, we provide you with a instalment 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?

If you have received your invoice by post, you will automatically receive a payment slip with a reference number, which is accepted by the post office.
Most post office counters also accept a printed e-mail invoice for payment.

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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 QR 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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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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Delivery & Return

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

For complaints or issues with purchased products, please contact the shop where you ordered the products.

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When will I receive my order?

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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Reminder

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 a reminder 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 reminder crossed in the post
If you have already paid the invoice in full you can disregard the reminder.

• 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 reminder shows the difference between the invoice total and the amount received. Please pay the difference so that your account is balanced..

• 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 reminders.

For other questions, please use our contact form.

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Security & Creditworthiness

I have good credit rating. Why was I rejected?

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 telephone for reasons of data protection. Please use our contact form for information.

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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 85a, 8050 Zurich.

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Is payment via Availabill secure?

Availabill’s purchase on account and purchase by 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 order by the shop.

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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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Refund

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 shop 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.