Support from people who can read a bank file
When a payout is short or a mandate fails, you need someone who understands the scheme rules, not a script. Every person on our support desk has worked a settlement run.
Three ways in, one team behind them
support@betterworld.nl. Monday to Friday, 09:00–17:30 CET. Reply within four working hours, usually sooner.
Phone
For payout and settlement problems only. The number is in your dashboard so it reaches your named contact directly.
Dashboard
Raise an issue from the payment itself. The transaction, mandate and scheme reference come attached, so nobody asks you to find them.
What we commit to
These are commitments, not averages. If we miss one, the monthly platform fee for that month is waived.
| Severity | Example | First response | Resolution |
|---|---|---|---|
| Critical | Checkout down, payouts not running | 30 min | 4 h |
| High | Settlement short or mismatched | 2 h | 1 day |
| Normal | Mandate or reason-code question | 4 h | 2 days |
| Low | How-to, reporting request | 1 day | 5 days |
If something goes wrong
How do I escalate an unresolved issue?
Reply to the thread with the word escalate. That routes it to the operations lead the same working day — you do not need to find a different address or repeat the history.
How do I file a formal complaint?
Write to klachten@betterworldpayments.nl. You get an acknowledgement within two working days and a substantive answer within fifteen.
What happens during a scheme outage?
We post to the status page within ten minutes and switch the checkout to the remaining methods automatically. Nothing is lost; payments queue and clear when the scheme returns.
Who do I call about a missing payout?
The number in your dashboard reaches your named contact. Have the settlement reference ready and we will trace it while you are on the line.
Something not right?
Tell us the payment reference and we will trace it before we reply.