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Shopper Help

Sage Pay is a Payment Service Provider. We process payments on behalf of our merchants and make sure that your transaction details are kept secure throughout the transaction process.

If you have a query regarding your order please read our section on order queries. If you have a query regarding a payment placed through the Sage Pay system please read our section on payment queries.

Merchant Best Practice

Sage Pay only provides transaction services to companies who have been approved to accept credit card details from their merchant bank. We closely monitor merchants to ensure that they continue to follow best practice guidelines for online trading. We take any complaints made against merchants who use our services very seriously and we will withdraw our services if a merchant fails to provide adequate customer service. If you would like to issue a complaint against one of our merchants please email info@Sage Pay.com.

Order Queries

We do not hold any order or delivery details and we cannot process refunds or cancel any orders on behalf of the merchants who use our service. Please contact the company you ordered from directly if you have a problem with your order.

Please contact the merchant you ordered from, with the transaction code or reference number if you have a query about:

  • The goods or services you have ordered
  • Delivery or delivery status
  • Arranging a refund

You should find the company’s contact details on their website, your customer receipt or on the Sage Pay transaction confirmation email.

Merchant Escalation Process

If you are having difficulty contacting the company you ordered from, or they have not responded to your attempts to contact them, please follow our escalation process:

1. Email Sage Pay

Please email us at support@Sage Pay.com, providing the following information:

  • Company name
  • Website address
  • Transaction ID (shown on the confirmation email)
  • Date of purchase
  • Details of how you have tried to contact them and the contact details you used

2. Sage Pay will try to contact the merchant on your behalf

Once you have provided us with the above information we will contact the merchant on your behalf. We will inform the merchant that you have had difficulty contacting them and ask them to respond to you within one week.

3. Still no response - contact your issuing bank

If the merchant has not contacted you within one week, we recommend that you contact your card issuing bank who may act on your behalf to recover your funds. Although Sage Pay will try to help you contact the merchant you ordered from, any dispute must be settled between you and the merchant.

Payment Queries

Q: How do I know if my payment has gone through?

A: When you pay for your order you will be sent to either a successful payment page or a failed payment page on the merchant website. You may also receive a confirmation email from the Sage Pay system which confirms the status of your transaction.

If you are in doubt about the status of your order, please contact the company you ordered from with all the relevant details and they will be able to advise you of your order status.

Q: I received an error code, what do I do?

A: If you receive an error code during the transaction process, please email this code to support@Sage Pay.com and we will advise you on how to proceed.

Q: My credit card has been rejected by your system as it is the wrong length / the issue number is incorrect

A: The Sage Pay payment system will detect and reject any card number which is incorrectly formatted. If you believe that our system should accept the details you are entering, please email the first 6 digits of your card number to support@Sage Pay.com and we will advise you further.

Q: How do I know my details are secure?

A: Sage Pay is audited by an independent auditor on a regular basis to ensure that we comply with the latest security standards set out by Visa and MasterCard. If you have processed your order online using the Sage Pay payment pages, please locate and click on the padlock image which can be found on our payment pages to confirm that your details are collected in a secure environment.

The padlock is located in a different area of the payment page screen depending on the internet browser you are using – it can normally be found in the bottom right hand corner of the screen, at the top of the screen next to (or inside) the address bar or at the very top right hand corner of the screen. This padlock shows that your details are collected using 128 bit SSL technology.

Once you have entered your card details, Sage Pay will securely send these details to the bank to be authorised. This is a completely secure process and we ensure that your details cannot be accessed by a third party.

For more information on the security standards employed by Sage Pay, please visit our security overview section.

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