Support for consumers

Why did Buckaroo debit money?

 

Buckaroo is a payment service provider and processes payments for all kinds of businesses. Buckaroo will never debit money itself, this is only done on behalf of a third party.

If you disagree with a debit, you should first contact the company that made the debit. Sometimes the name is not indicated on the debit. In that case, use this payment checker to find out which company has debited money from you.

Consumer Support Buckaroo
Betalingschecker Buckaroo 05

Check your payment


Have you made an online purchase? Did you pay by direct debit? Or have you made a donation? Then you may see 'Buckaroo Stichting Derdengelden' (Buckaroo Third Party Account) on your statement.

Would you like to know if your payment has been received in good order? Or do you want to check where the payment has gone? Then check the status via the 'Check your payment' button.

Check your payment

The selling party will not cooperate

Perhaps you have contacted the selling party, but you can't quite reach an agreement. Then Buckaroo can review the situation and possibly help. Fill in the form and we will contact you as soon as possible.

 

Telephone contact

Our telephone customer service is only available to Buckaroo customers. The quickest way to be assisted is via this form or by emailing us at wecare@buckaroo.nl.

Frequently asked questions

Why did Buckaroo Stichting Derdengelden (Buckaroo Third Party Account) debit money?

Buckaroo is a payment service provider and processes payments for all kinds of businesses. Buckaroo will never debit money itself, this is only done on behalf of a third party.

 

If you disagree with a debit, you should contact the party that made the debit. Sometimes the name is not indicated on the debit. In that case, use this payment checker to find out which company has debited money from you.

Perhaps you have contacted the company in question, but you can't quite reach an agreement. Then Buckaroo can review the situation and possibly help. In that case, email all your payment details to wecare@buckaroo.nl.

I think I've been scammed by an online shop

Do you think you have been scammed by an online shop and are not satisfied with the way the other party has helped you? Then send your question or complaint to wecare@buckaroo.nl. When doing so, please send the following details:

  • Your order confirmation
  • All payment information (amount, account numbers, date and time)
  • Detailed description of the situation

Buckaroo itself cannot refund the money, but does have a clear complaints procedure aimed at mediation between consumer and online shop that in many cases helps to resolve complaints. Initially, Buckaroo forwards consumer complaints to the merchant. When we do this, we always set a deadline by which the complaint must be resolved.

In most cases, the merchant resolves the complaint by still delivering the products or services ordered or refunding the amount paid. Legally, the online shop has 30 days to reach a solution. In doing so, however, it is important that the merchant notifies both the consumer and Buckaroo in a much shorter period of time how it will resolve the complaint.

If, in an exceptional case, the merchant fails to come up with a solution and there are more reasons to suspect that there are problems with the online shop (e.g. from multiple consumer complaints in a short period of time), Buckaroo can block the online store's account, after which it is no longer possible for the online store to accept payments via our systems. Buckaroo will only consider resuming payment services for such an online shop once the online shop has correctly and demonstrably resolved the complaint.

Buckaroo does not provide consumers with other contact details of the online shop or the owner of the online shop other than the details that are (or should be) on the online shop itself at the time of the transaction.

I want to return/exchange my order. What should I do?

Buckaroo is a payment service provider. Like any other payment service provider, we provide payment services to online shops. The way we work is very similar to the working method of banks that process payments. When you buy something online, you enter into an agreement with the online shop. We take care of the secure processing of the payment.

Buckaroo is unable to answer questions relating to the topics below for you:

  • Cancelling an order
  • Cancelling a subscription
  • Delivery and terms of delivery
  • Changing payment method
  • Product
  • Invoice

The IBAN for my (direct) debit has changed, what should I do?

The Buckaroo Stichting Derdengelden debit account number appears to have changed. Is that right? Yes, that can happen. Changing the IBAN is not unusual. It is therefore no cause for concern. The name and description do not change. The rights regarding authorisation also remain the same.

Has my payment been received by Buckaroo?

If you want to know whether your payment has been received in good order, please refer to our payment checker.

Did you make the payment by bank transfer? The processing time for a bank transfer is two working days. For Belgium and Germany, it takes 4 to 5 working days. Payment with a transfer form has a processing time of +/- 1 week.

If you transferred the payment to Buckaroo more than two working days ago and the payment has not been found, please complete the web form.

  • Date of payment
  • Amount of payment
  • Account number used to pay
  • The account number to which the payment was made
  • Payment reference of your order

Buckaroo aims to reply to your email within 24 hours (on working days).

Why does Buckaroo appear on my bank statement?

The money from your payment is intended for the merchant, but Buckaroo receives it for the merchant in a Third Party Account (for more info, see: Wikipedia). That is why it says Buckaroo on your bank statement. This does not mean that Buckaroo can acquire your payment.

Incoming payments are processed in the merchant's (online) administration and forwarded to the merchant. The merchant can also refund money via our automated systems (e.g. if the items that were to be delivered are out of stock or the consumer returns the item). Even then, as a consumer, you will see Buckaroo on your statement. As Buckaroo only forwards the money and does not manage it, we cannot refund money ourselves.

What does Buckaroo do to ensure I can shop safely online?

Before an online merchant can purchase payment services from us, we investigate the reliability of both the online merchant and the owner. Furthermore, we check this reliability periodically. Strict procedures have been drawn up in this regard.

We make every effort to make online shopping as safe as possible. To this end, Buckaroo is supervised by Currence (iDEAL licensee) and De Nederlandsche Bank. These bodies also do their utmost to represent consumer interests in the best possible way and set high standards for our procedures, security, integrity and transparency.

Still, buying remotely always involves some risks. This is why the government publishes a consumer guide like ConsuWijzer.  For example, as a consumer you can make a note of information about the online merchant at the time of purchase to see who you are entering into a purchase agreement with, this is always an important point of reference in the event of a dispute.

I want to cancel my order. What should I do?

Buckaroo is a payment service provider. Like any other payment service provider, we provide payment services to online shops. The way we work is very similar to the working method of banks that process payments. When you buy something online, you enter into an agreement with the online shop. Buckaroo takes care of the secure processing of the payment.

Buckaroo is unable to answer questions relating to the topics below for you:

  • Cancelling an order
  • Cancelling a subscription
  • Delivery and terms of delivery
  • Changing payment method
  • Product
  • Invoice

I want to cancel my subscription. What should I do?

Buckaroo is a payment service provider. Like any other payment service provider, we provide payment services to online shops. The way we work is very similar to the working method of banks that process payments. When you buy something online, you enter into an agreement with the online shop. Buckaroo takes care of the secure processing of the payment.

 

Buckaroo is unable to answer questions relating to the topics below for you:

  • Cancelling an order
  • Cancelling a subscription
  • Delivery and terms of delivery
  • Changing payment method
  • Product
  • Invoice

I paid but I forgot to mention the payment reference.

If you haven't provided a reference or have provided an incorrect reference when making the payment, we cannot process your payment in our system. Contact the online shop and state the following:

  • Date of payment
  • The amount of the payment
  • The account number used to pay
  • The payment reference of your order