Why is Mollie asking for more documents?

We sometimes request additional documents about previous transactions and funding to better understand your organisation and business activities in an effort to protect all parties.

We may need to ask for documents detailing previous transactions and funding to avoid exposing parties involved to certain risks. Examples of the documents include:

  • Purchase receipts
  • Invoices
  • Proof of communication with your customers

In addition, we may ask for your Anti-Money Laundering and Countering the Financing of Terrorism policies, annual report, business model or financial information.

Below are other instances where we may need to request additional information. This list is not exhaustive.

We may ask you to provide additional or update your information to verify your account.

If you want to use credit card payment methods

Card networks, like Visa and Mastercard, have rules about the information that must be displayed on a company’s website. The information below must be visible on your website so your customers can contact you:

  • Your registered business address
  • A phone number or alternative live contact method
  • An email address or contact form
  • Your shipping and return policy (if shipping physical goods)
  • Your terms & conditions.


If your business is no longer registered

If the business registration number you provided us is outdated, we’ll ask you to provide a valid business registration number for your business or confirm that you are creating a new account.


If you want to object to a chargeback

You may be asked to provide additional information if you want to contest a chargeback for a credit or debit card transaction.

If you don’t agree with a chargeback or if your customer has wrongly submitted a chargeback, you can provide more information using our contact form. We can file the objection in your name however, you are solely responsible for the outcome and any costs that are incurred.



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