Shopper FAQ

I have not received my order

To confirm the delivery timescales for your order, please contact the online store from which you made the purchase.

The online store is responsible at all times for any queries relating to the payment and fulfilment of your order. You should find the online store’s contact details displayed on their website, the store purchase receipt, and on the WorldPay transaction confirmation email.

Unfortunately, if you have been unable to contact the online store you have purchased from, we can only recommend that you contact your card issuer to raise a dispute and/or approach the relevant consumer rights organisation for your region for further advice.

WorldPay only provide online stores with the ability to accept card payments securely over the internet. We do not hold information about the goods/services you have ordered or their delivery status, and are not able to cancel your order or provide you with a refund.

How do I know if my payment has gone through?

When you submit your payment details, the WorldPay payment service will request authorisation from your Card Issuer and carry out any fraud screening checks the online store may have set up. Depending on the outcome of the authorisation request, you will see either a successful or a failed message on screen which will confirm the result of your transaction.

A successful payment will also be confirmed by email. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with the online store. It will be sent by WorldPay to the email address you have provided when entering your payment details.

If you receive more than one email and you have only made one purchase, please contact the store from which you made the purchase, and inform them that you have placed multiple orders by mistake. They will be able to arrange a refund if necessary.

Please note, authorisation of your payment does not guarantee acceptance and fulfilment of your order by the online store. The online store is responsible at all times for confirming your order has been accepted and for delivery of your goods/services.

If you are in any doubt about the status of your order, please contact the online store you have ordered from directly, with the relevant details, and they will be able to advise you of your order status. Their contact details should be displayed on their website, the store purchase receipt and on the transaction confirmation email.

Which payment methods do you accept?

WorldPay is a Payment Service Provider that enables businesses with an online store to accept credit and debit card payments securely over the internet. Whilst our payment system supports the most common international and domestic card types, the options offered by each online store may differ depending on the elements of our service that they have chosen.

Therefore, if your card type appears to be unsupported or if you wish to make a payment using another method (for example, by cheque, by bank/money transfer or over the telephone), please contact the online store directly to discuss the different payment options available to you.

How do I cancel my order and get a refund?

Please contact the store from which you made the purchase. The store is responsible at all times for any queries relating to the payment and fulfilment of your order. Their contact details should be displayed on their website, the store purchase receipt and on the transaction confirmation email.

WorldPay only provide stores with the ability to accept card payments securely over the internet. We do not handle the goods and we are not authorised to cancel orders or give refunds.

Please note - if you want to cancel a Recurring Payments (FuturePay) agreement, you can either get the store to cancel it, or cancel it yourself online using our Shopper Management System (SMS). To cancel it yourself please follow the instructions below:

  • Login to the Shopper Management System at: http://www.worldpay.com/shopper/admin
  • The Shopper Management System home page displays a summary statement of your latest Recurring Payments (FuturePay) agreement. Under customer Recurring Payments (FuturePay) agreements (near the bottom of the page) you will see a Change Details button. Click on it.
    Note: If you have more than one Agreement, click on the Change Details button corresponding to the agreement you want to cancel.
  • This takes you to the Recurring Payments (FuturePay) Agreement Details page. Click on the Cancel button.
    Note: If the agreement has already been cancelled, this button is no longer displayed.
  • You are asked to confirm the cancellation.
  • Check that you have selected the correct Agreement (if you have more than one) before clicking Yes.

I've been unable to contact the store what should I do now?

The online store is responsible at all times for any queries relating to the payment and fulfilment of your order.

Unfortunately, if you have been unable to contact the online store you have purchased from, we can only recommend that you contact your card issuer to raise a dispute and/or approach the relevant consumer rights organisation for your region for further advice.

WorldPay only provide online stores with the ability to accept card payments securely over the internet. We do not hold information about the goods/services you have ordered or their delivery status, and are not able to cancel your order or provide you with a refund.

Can I pay by cheque or over the phone?

WorldPay can accept payment online only by debit or credit card. I f you wish to pay by cheque or over the phone, please contact the store direct.

I have a general query about my orderPlease contact the store from which you made the purchase. WorldPay processes online payments on behalf of the store, but we do not carry information regarding the actual order or its progress.

You should find the store contact details on the store's website, the store purchase receipt, and on the WorldPay transaction confirmation. Alternatively, email them direct using the Reply button on the receipt or the confirmation email.

When contacting the store, please include your purchase Transaction ID number (shown on the WorldPay transaction confirmation email).