How can we help you?

Frequently Asked Questions

It is normal to ask questions, and you will find your answers here

About PayRetailers

PayRetailers is an industry leading payment processing provider that helps businesses of all shapes and sizes facilitate local and alternative payments methods in Latin America. This state-of-the-art payment processing platform enables retailers in the region to accept diverse forms of payments and settle funds globally via a seamless API integration.

No, as a buyer there is no need to register with PayRetailers. Registration is only required for shops and retailers that want to receive online payments.

Payments and receipts

Bear in mind that PayRetailers is an online intermediary, a payment gateway that processes online purchasing transactions, and as such has no control over the delivery of products or the provision of services. If you want information on the delivery of your product, a refund or wish to make some other complaint, you must contact the online shop where you made the purchase. Don’t forget that they may take up to 10 business days to reply. If you receive no reply from the website, contact us, attaching the receipt to your message.

Paying with SPEI is quite easy!

When making your purchase all you have to do is select SPEI as the method of payment. When you do so, a receipt is generated with all the essential information to make the payment.

Once you receive the receipt you have to log into your online bank and register the interbank code (CLABE) that figures on the receipt. Depending on your bank, it may take a whole day for the code to be registered there.

Don’t forget that you have to write the reference number and total amount to be paid exactly as it figures on the receipt. After you make the transfer and providing everything is in order, we will send you an e-mail confirming receipt of the amount and we send this on to the website where you made the purchase.

N.B: The SPEI receipt is valid for three (3) days. If you fail to make the payment within the three days, you will have to issue a new receipt.

It is very important that you follow the payment instructions provided to avoid delays in confirming payments. If you made the payment and forgot to enter the reference number, inform us by attaching the receipt and specifying the registered e-mail address on the purchase page so we can look into the payment status.

Refunds

If your payment was made properly, but you have a problem with your purchase and you want to ask for a refund, you need to contact the website where you made the purchase to ask for the refund. Bear in mind that PayRetailers is an online intermediary, a payment gateway that processes retailers’ transactions, and as such has no control over the delivery of products or services.

If you want information on your purchase, deposit, refund or wish to make some other complaint, you must contact the retailer from which you made the purchase.
When a retailer authorises your refund request, the retailer in question informs PayRetailers and we process the return of the money to your bank. This procedure can take up to 15 business days.

It can take up to 15 business days to get the refund as of the time the retailer orders us to pay it. It should be pointed out that refunds are made into the same bank account used by the customer to make the initial payment.

To ask for a refund of a payment made through Efecty, you must make a request over the Efecty customer service channels for individual customers. These are lines that have been set up to process refunds of service order prices.

Telephone: (1) 6510101 – (1)7566027 – 18000186027 or by sending an e-mail to: servicioalcliente@efecty.com.co.

It should be pointed out that this option takes approximately 15 business days, as this is where the process to cancel the transaction and return the money is conducted.

All refunds take up to 15 business days to be processed as of receiving the refund order from the retailer. If, after this term has elapsed, you have still not received the refund, contact the retailer to confirm the status of your refund.

Response time is up to two (2) business days. We would ask that you send us a complete description of the problem or doubt you have in the initial message, while also indicating all account data (e-mail address, ID document) and attaching the receipt.