How do I file a complaint?

At Mollie, we value your opinion and feedback. If something went wrong, we would like to solve any issues you may have with our products and services. 

 

Submitting a complaint

Send an email to complaints@mollie.com. Please provide the following information: 

  • Your name.
  • Your address.
  • A description of your complaint.

 

What happens with my complaint?

You’ll receive a confirmation of receipt and a possible solution within 3 business days. Sometimes it takes longer to investigate your complaint. In this case, we’ll send you a final resolution within 15 business days. We will also share information about your options on how to escalate your complaint in case you are unsatisfied with how we handle your complaint. 

 

Reporting a payment

Every merchant is checked according to strict rules and regulations. By doing so, we try to keep out fraudulent merchants. If we find out that a webshop does not comply with our rules, we may decide to (temporarily) block payments to that merchant or eventually end the collaboration altogether.

It is important for you to report the payment on our website:

  1. Find your transaction.

    Select Report this payment.

  2. Enter your details and describe the situation.

  3. Click Send.

 

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