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Frequently Asked Questions

Shopping with Postpay

What is Postpay?
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Postpay is a payment solution that allows customers to ‘buy now, pay later’ seamlessly with absolutely zero interest and no fees

How do I buy now and pay later with Postpay?
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Select Postpay on checkout at one of our partner retailers and we split your total purchase into three equal instalments. The first instalment (33%) is processed immediately and the merchant ships your purchase to you as normal, so you can enjoy now and pay later.

The remaining two instalments are due every month thereafter. Absolutely zero fees are charged as long as all repayments are processed successfully on time. So in short, at the end of the two months you only pay for what you ordered!

If you want to pay off your instalments early, you can do so at absolutely no extra cost.

Where can I use Postpay?
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We have a number of great retail merchant partners where you can buy now and pay later, have a look at our store directory for a full list. If you see a store that doesn’t have Postpay, feel free to reach out and ask if they can add Postpay - we’ve seen a lot of success when customers reach out directly!

Who can use Postpay?
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To use Postpay, you must be over 18 years old and have a valid Emirates ID Card and UAE mobile number

How do I sign up to Postpay?
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To sign up to Postpay is to select Postpay as your checkout method at one of our partner retailers (for a full list click here). Once you have selected to Postpay simply follow the steps to checkout and you will have an account linked to your mobile phone and Emirates ID / National ID number.

Returns

What happens if I need to return one or a portion of the items from a checkout of multiple items?
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We call this a partial refund, and we have your back. Once you return the items to the store the retailer will either issue you a store credit or payment refund.

Either way, the retailer will notify us of the refund, and we will automatically update the instalment plan by deducting the refunded amount from the third instalment in reverse. If the refund amount exceeds the total due, then we will refund you the outstanding balance to the payment method linked to that instalment. Otherwise, your upcoming payments will continue to be collected until the remaining balance is paid off. You can see all relevant details (per instalment) on the customer dashboard in the purchases section.

What happens if I need to return all the items in an instalment?
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We call this a full refund, and we also have your back. Once you return the items to the store the retailer will either issue you a store credit or payment refund.

The retailer will notify us of this and we will refund you all the instalments you have already paid and close the instalment altogether. You can see all relevant details of full refunds on the customer dashboard in the purchases section in the canceled tab.

Why did you just charge me twice for the same amount?
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During the approval process we may need to perform a quick pre-authorization to ensure the card is not used fraudulently. If this pre-authorization reflects as a notification from your bank, please note that it is immediately voided by Postpay and we do not receive any funds. If you have any doubts please contact our support team.

Postpay Account

Is Postpay secure?
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We agree that your security is of utmost importance. We are a PCI DSS compliant company which means that we undergo strict compliance tests from the the Payment Card Industry (PCI) to ensure that your data is safely stored in our systems. Please visit our PCI DSS page to learn more.

Pricing & Payments

How much can I spend?
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Your limit will change with regards to several key factors including but not limited to, the nature of the items you are purchasing, the retail merchant where you are purchasing these items and of course your history with Postpay. In short, the longer you have been purchasing using Postpay and successfully repaying on time, the higher your limit will be. We restrict the limits of new shoppers as we need to get to know you better. That being mentioned, we evaluate your repayment capability every time you use Postpay.

Is there any interest charged or fees for using Postpay?
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There is absolutely no interest and zero fees when using Postpay.

Is there a late fee if I don’t repay on time?
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We will process the payment at the same time the order was placed on the agreed date. However, if we cannot process the payment due to insufficient funds We'll try again on the next day. If it did not go through, then a late fee of AED 25.00 applies. We will notify you by email if your payment was unsuccessful, you will also be sent a reminder prior to us processing the payment so that you have time to manage the payment or process with an alternative card. In the event you feel something was not as expected please contact us immediately.

What happens if the automatic payment fails?
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You will also be sent a reminder prior to us processing the payment so that you have time to manage the payment or select an alternative payment method. We will process the payment at the same time the order was placed on the agreed date. However, if we cannot process the payment due to insufficient funds We'll try again on the next day. If it did not go through, then a late fee of AED 25.00 applies. We will notify you by email if your payment was unsuccessful. In the event you feel something was not as expected please contact us immediately.

Which payment methods does Postpay accept?
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Postpay currently accepts Mastercard and Visa debit and credit cards. Please note that we do not accept any prepaid cards.

Is this different from credit?
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Postpay offers an interest-free and fees-free alternative to traditional credit that favors you, the customer. This means that you will have a seamless experience and not pay anything more for it!

Will this impact my credit score?
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We perform a soft credit check to understand the repayment capability of each customer, this in turn has no impact on your credit rating.

Can I change my scheduled payment date?
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Customers are not able to move the repayment dates for their instalments. However, you can pay off your balance early at no extra cost on the customer dashboard.

How do I add a new credit/debit card (payment method)?
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If you would like to use a new payment method for a new purchase, then simply select Postpay on checkout at one of our partner retailers and when asked for the payment method you can upload a new payment method.

Otherwise in the customer dashboard under the profile section, you can view all the payment methods you have entered. Here you can add new payment method

How do I delete an existing credit/debit card (payment method)?
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In the customer dashboard under the profile section, you can view all the payment methods you have entered. Here you can delete existing payment methods. Please note that you will not be able to delete a payment method if it has an ongoing instalment being processed on it – to delete this card you will need to either prepay the amount or change the payment method on that instalment.

How do I change credit/debit card (payment method) for an ongoing instalment?
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In the customer dashboard under the purchases section, select the instalment for which you would like to change payment method. Click on view details and just underneath you will see the payment method. Click on edit and select which payment method you would like to change to, or add a new payment method altogether.

Declined Purchases

Why was I declined by Postpay, what so I do next?
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Our aim to provide the maximum of eligible customers our service, that being mentioned we do perform a credit worthiness assessment and fraud checks throughout the process. If you are not approved, then there a few things to consider:

  • Do you meet all the eligibility criteria set out in our purchase terms?
  • Do you have sufficient funds to pay for the 33% immediate instalment?
  • How long have you been using Postpay?
    • If it is your first time please not that we are more restrictive of first time customers as we like to get to know our customers
    • If you are a returning customer your historical repayments and number of ongoing instalments are taken into account, settling those can help increase your likelihood of approval
  • What is overall value of your new order? Reducing this amount can help
  • How many payment methods are linked to your account? The more payment methods you add to your account, the more we understand your repayment capability

Please note that we assess each purchase order individually and this takes into account a lot of varying factors. That being mentioned if you are declined from a specific retailer today, you could be approved for the same retailer tomorrow or a different retailer today.

Shopping app

What is Postpay card and how does it work?
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Postpay is a virtual card that splits your purchase into 3 interest-free monthly payments. When you create a Postpay card you will receive card details which you can use at the retailer checkout, like any regular credit or debit card. You can view and and pay for purchases with Postpay in the app.

How can I create Postpay card in the app?
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  1. Input the amount you plan on spending with Postpay card
  2. Postpay card is created for the requested funds
  3. Browse stores in Postpay app, add items in the cart and use Postpay card at the checkout like a regular card
  4. Voila! Your purchase is split into 3 interest-free monthly payments
Why there is an authorisation hold on my card even when I have not made a purchase?
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When you create Postpay card, an authorization hold for the first payment might be placed on your payment card. This ensures that enough funds are available on your credit or debit card to pay for the first payment.

What happens to the authorisation hold if I do not use an active Postpay card?
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If the funds on the Postpay card are not used within 24 hours, the card is deactivated and authorisation is released. You will receive the funds back within 24-48 hours depending on your issuer.

Where can I use the Postpay card?
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Browse through 'Shop' tab in Postpay and you can view all retailers where you can split your purchases into 3 interest-free monthly payments. Just search for your favorite retailer in the search bar, create or activate your Postpay card, and use your card when you’re ready to checkout.

How do I pay for the purchases made with the Postpay card?
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When you first create your Postpay card, it will be connected to your personal debit or credit card. Each purchase follows a payment schedule, and payments are automatically made according to the payment plan. You can view your plan, pay early and change your connected debit or credit card at any time in Purchases tab in the app.

What happens if my purchase is for a different amount than my Postpay card?
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You are charged for only what you end up spending.

What if I never use the Postpay card and want to cancel it?
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Your Postpay card is valid for 24 hours once created. You can deactivate the Postpay card before your use it. Your available balance on the Postpay card will become AED 0. You can always activate the card again in Postpay card menu and start shopping.

Why was my One-time card purchase declined?
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If your Postpay Card was declined, the reason will be displayed immediately after trying to create the card. If you need any further assistance, please reach out to support@postpay.io.

Can I purchase from multiple stores within the 24 hour mark?
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In order to purchase with a different store, you are required to deactive your Postpay card and reactivate it with the desired amount and shop with the desired Retailer.

Can I use the Postpay Card in store?
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As of now, the Postpay Card is only available online through our Partnered Retailers. Keep an eye out by subscribing to our Newsletter and receiving all updates!

Can I pay my upcoming installments with a different debit/credit card?
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  1. Log into your Postpay account on the Postpay Application and visit "My Postpay"
  2. Select "Manage Payment Methods"
  3. Select "Add a new debit or credit card"
  4. Add the necessary information and select "Save"
  5. Set the new card as "Default" and delete the previous card on file
What happens if I don't pay my Postpay Card on time?
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We will process the payment at the same time the order was placed on the schedueled date. However, if we cannot process the payment due to insufficient funds, we will try again on the next day. Kindly note that 2 days from the due date, there is a 25 AED applied and 10 days from the due date, there is an additional 30 AED added. If there was a delay to the payment due to a valid reason, kindly reach out to us at support@postpay.io.

Do I have to manually pay on my due date or will this be done automatically?
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All payments are automatically deducted from the registered card on file on the schedueled due date. If the system fails to deduct the amount, it will try again the following day before any late payment fees are added.

How should I proceed if I requested the wrong amount for the Postpay Card, and I need a top up for it?
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You can deactivate the Postpay card before you use it. Your available balance on the Postpay card will become AED 0. You will need to reactivate your Postpay card and proceed with inputting the desired amount.

I had to block my registerd card with Postpay and I won't receive a new one before the due date. What should I do?
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Please reach out to us at support@postpay.io with your registered email and registered phone number before your due date in order to assist you further.

How should I proceed If I need a refund for my order?
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All refunds must be processed directly from the Retailer you have completed your purchase with. Once the Retailer has initiated a refund/cancellation request, you will immediately recieve an email with your updated Postpay Installment Plan.

How much should I request if I want to make a purchase of AED 900,00?
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We strongly advise you to add a higher amount than required as some Retailers may have an added VAT fee or an additional charge for shipping fees in the checkout page. In this case, we would advise adding 950.00 AED to your Postpay card.

Should I request an extra amount for the shipping fees and taxes?
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We strongly advise you to add a higher amount than required as some Retailers may have an added VAT fee or an additional charge for shipping fees in the checkout page. In this case, we would advise adding 950.00 AED to your Postpay card.

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Call us

UAE: +971 (4) 2156555
KSA: +966 (0) 115201141
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Email

support@postpay.io

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Address

Postpay Services DMCC, Dubai, UAE