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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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The easiest way 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 number.

Alternatively, you can create a Postpay account in a matter of seconds by clicking here.

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

How do I sign up to Postpay?
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The easiest way 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 number.

Alternatively, you can create a Postpay account in a matter of seconds by clicking here.

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 do our best to give you the benefit of the doubt and we will process the payment at the latest hour on the agreed date. However, if we cannot process the payment due to insufficient funds then a late fee of AED 30.00 applies. We will notify you by text message and email if your payment was unsuccessful and build in the fees into your unpaid amount. 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.

Which payment methods does Postpay accept?
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Postpay currently accepts all major debit and credit cards (i.e. Mastercard, Visa, Discover, JCB). 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.

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Call us

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

support@postpay.io