Questions & answers

The following are the most common questions about PayEx Payment Guarantee:

PayEx Payment Guarantee in general

What is PayEx Payment Guarantee?

  • PayEx Payment Guarantee is a third party that receives payment from the buyer before the goods are sent, and which pays the agreed amount when the buyer has received and approved the goods. PayEx Payment Guarantee ensures that neither party has any incentive to cheat, thus increasing the security of both parties.

How does it work?

  • When the seller and buyer have agreed the price of the goods, the buyer pays in the amount to PayEx Payment Guarantee. Then the seller sends the goods to the buyer. When the buyer has been received the goods and confirms that they are in good condition, PayEx Payment Guarantee makes a payment to the seller.

When does the seller get paid the agreed amount?

  • The seller gets paid the amount when the buyer has received the goods and confirmed that they are in good condition.

Do I have to use PayEx Payment Guarantee?

  • No, PayEx Payment Guarantee is an optional service. More and more people see the benefits of having a third party which "holds" the money until the goods are delivered. This way attempts at fraud between the parties are avoided.

What are the advantages of PayEx Payment Guarantee compared to traditional payment solutions on the market?

  • Traditional payment solutions ensure that the money is transferred between two parties (from buyer to seller for example). But when a payment is to be made for goods that are not being delivered in person, the parties must be able to trust each other. Problems that can arise:
  1. The buyer pays the seller in advance and risks the seller not sending the goods or sending the wrong goods.
  2. The seller sends the goods and risks the buyer not paying for the goods on receiving them
  • Using PayEx Payment Guarantee neither the buyer nor seller have any advantage over the other party. PayEx Payment Guarantee acts as an intermediary which "holds onto" the money until the goods have been delivered and approved by the buyer.

How secure is PayEx Payment Guarantee?

  • PayEx Payment Guarantee is a very secure system and the money that the buyer pays in are 100% safeguarded. The system is based on payment technologies from PayEx, used by over 500,000 customers and several hundred merchants. The interests of both the seller and buyer are satisfied in the system.

Who can use PayEx Payment Guarantee?

  • PayEx Payment Guarantee can be d by all merchants connected to the service. Buyers and sellers in these trading sites then agree to use PayEx Payment Guarantee as their payment service.
    The buyer needs a valid credit card or internet bank, and a PayEx Account or Swedish bank account.
    The seller needs a PayEx Account or a bank account in a Swedish bank.

Can I use this service outside Sweden?

  • Currently the service can only be used inside Norway and Sweden.

What happens to the money that the buyer pays in?

  • The money paid into PayEx Payment Guarantee by the buyer, is kept in a protected account until they are paid to the seller. The money is 100% protected.

Are there any monetary limits?

  • Yes:
  1. You may use PayEx Account to pay in up to SEK 2,500. PayEx Account is an electronic wallet.
  2. You can pay in amounts above SEK 100 using a bank or credit card. 
  3. You can pay in amounts above SEK 100 using direct payment.

Is there anything I should bear in mind when using PayEx Payment Guarantee?

  • Whether you are the seller or the buyer you should ensure that you have access to e-mail in the coming weeks. In certain circumstances you will have a deadline within which to respond. If you plan to be away we suggest that you activate an SMS notification, this will send a message to your your mobile phone when something happens in PayEx Payment Guarantee.
  • Examples of important notices:
  1. The buyer has not received the goods: The buyer must give notice of this within 10 days following payment.
  2. The buyer has given notice that the goods have not been received. The seller must respond within a week (7 days). 
  3. The buyer has received the goods, but has a complaint to make. The seller must respond within a week (7 days). 
  4. The buyer has not approved the delivery of the goods, the seller has responded to the buyer. The buyer must respond within a week (7 days).

What deadlines does the system have?

  • There are deadlines in the system for both buyers and sellers.
  • When the buyer has made a payment into PayEx Payment Guarantee, the seller has a maximum of 10 days to deliver the goods to the buyer. Within 10 days of making the payment the buyer must report that the goods have not been delivered, or report any complaints about the goods. We send out a reminder about this after 8 days. If the buyer does not respond within 10 days this means that the buyer has accepted the purchase, see the user agreement. The money is paid out to the seller. 
  • When the buyer has reported that the goods have not be received, or are defective, the seller has 7 days to respond to the buyer. In that case the seller must provide information about the receipt that shows that the goods have been sent, and must respond to the buyer if a complaint has been made about the goods. If the seller does not respond within the deadline the transaction will be cancelled and the buyer gets their money paid out. This is in line with the user agreement. When the buyer has reported a complaint about the goods received, or reported that the goods have not arrived, and the seller has responded to the buyer (see the point above), the buyer has 7 days in which to respond to the seller. If the buyer does not respond within the deadline the transaction will be carried out and the seller gets their money paid out. If the buyer is satisfied he/she does not need to respond.
  • Other deadlines:
  • If the buyer enters information and the seller does not respond (accepts/does not accept the price) within 10 days the transaction is cancelled automatically. 
  • When the buyer and seller have agreed the price, the buyer has 10 days to pay in the amount, after that the transaction is cancelled.
  • Who pays for freight? The buyer and seller should agree who is to pay the freight costs in advance. If the buyer is to pay the freight, the amount must be filled into the freight field on the registration page.

Answers to questions from buyers

When should the buyer pay in the amount?

  • The buyer should pay in the amount as soon as the seller has accepted the price of the goods through PayEx Payment Guarantee.

How do I, as a buyer, pay in the money for the goods?

  • The following payment methods can be used for the purchase of goods:
  • PayEx Account for all amounts up to SEK 2,500. Register for a PayEx account here.
  • Bank card and credit cards for amounts above SEK 100.
  • Direct payment through Swedbank, Nordea, SEB and Handelsbanken for amounts above SEK 100.

What happens if, as a buyer, I have not received the goods?

  • You need to report this to PayEx Payment Guarantee within 10 days of payment. Conversely after 10 days, we assume that you have received the goods, without qualification, and the amount will be paid out to the seller.

What happens if the seller says that the goods have been sent, but, as a buyer, I have not received the goods?

  • In situations where the buyer and seller are not in agreement a dispute arises. A dispute arises when the buyer has reported that the goods have not been received or are defective (this must be reported to PayEx Payment Guarantee within 10 days of payment), and the seller is not in agreement with the buyer and has responded within 7 days. The seller must provide information about the receipt that shows that the goods have been sent, and must respond to the buyer if a complaint has been made about the goods.
  • If, as a buyer, you make no comment within 7 days of the seller responding as above, we assume that you have received and accepted the goods. The amount will now be paid out to the seller.

What happens if the goods are defective or if, for other reasons, I do not wish to keep the goods?

  • You report this by clicking on the link in the e-mail which you received from PayEx Payment Guarantee. This must be reported within the deadline of 10 days after paying in the amount to PayEx Payment Guarantee. (Conversely, after 10 days, we will assume that you have received and are satisfied with the goods. The amount will then be paid out to the seller.) In addition to this you contact the seller and agree that returning the goods is OK. The seller cancels the transaction in PayEx Payment Guarantee when he/she has received the goods in return. After that you receive back the amount you paid for the goods earlier.

What happens if I have reported that the goods have not been received, but then they arrive a little later?

  • If the goods are in the agreed condition, confirm that they have been received without qualification in PayEx Payment Guarantee, so that the amount can be paid to the seller as soon as possible. If you do not report this within the 7 day deadline, PayEx Payment Guarantee will assume that you have received and accepted the goods. The amount will be paid out to the seller.
    If you have a complaint about the goods report this to PayEx Payment Guarantee. Do this by clicking on the link in the e-mail message which you last received from PayEx Payment Guarantee. You have come so far in the process for the system to define it as a dispute. You should now agree with the seller whether the goods are to be returned and who should pay for this. When the goods have been returned the seller must confirm this in writing. After that the amount is paid to the buyer.

What payment methods does PayEx Payment Guarantee accept?

  • PayEx Payment Guarantee accepts the following payment methods:
  • PayEx Account 
  • VISA and MasterCard
  • Direct bank via Swedbank, Nordea, SEB and Handelsbanken.

Answers to questions from seller

How do I receive the payment from the buyer?

  • You can decide whether the amount is to be transferred to your bank account or your PayEx Account. Register for a PayEx account here.

What happens if the buyer says that the goods have not been received?

  • If you have sent the goods to the buyer and he/she claims that the goods have not arrived, you must describe how you sent the goods and show the receipt for this. According to the user agreement you must save the shipping receipt for the goods. If you have not sent the goods you should do so as soon as possible and tell us when you have. If you do not respond within the deadline of a week (7 days), we will assume that you are not going to send the goods. This means that we will cancel the transaction and the buyer will get his/her money back.
  • If you do not intend to send the goods to the buyer, you should cancel the transaction in PayEx Payment Guarantee yourself, so that the buyer can get their money back as soon as possible. You cancel the transaction by clicking on the link in the e-mail message which you last received from PayEx Payment Guarantee.

What happens if I change my mind and do not want to sell the goods?

  • If the buyer has not paid for the goods, you can contact the buyer yourself and tell them that you do not want to go through with the transaction. You need not register this in the system. If the buyer has paid for the goods, and you have not sent them, you can cancel the transaction in the system by clicking on the link in the last e-mail message  from PayEx Payment Guarantee. The buyer will get their money back.

What happens if the buyer has received the goods but does not want to keep them?

  • The buyer must register this in PayEx Payment Guarantee. You should contact the buyer and agree on the return of the goods and who should pay the freight costs. If you have not received the goods back within the deadline (7 days), report this in the system in order to prevent the buyer getting their money back. If you receive the goods back within a week (7 days) you do not need to register this in the system. The transaction will be cancelled automatically and the buyer will get their money back.

What happens if you send the goods but hear nothing from the buyer?

  • If the buyer does not respond within 10 days of paying in the money, PayEx Payment Guarantee assumes that the buyer has received the goods and has no complaints. The amount will be paid out to you.

What happens if the seller does not send the goods?

  • If you do not send the goods the buyer must report that the goods have not been received within 10 days (of the amount being paid in). If you do not intend to send the goods you should cancel the transaction in the system. Otherwise you should send the goods as soon as possible, confirming that the goods have been sent by clicking on the link in the last e-mail message from PayEx Payment Guarantee.

What happens if the buyer does not pay?

  • If the buyer does not pay, you should not send the goods. You should contact the buyer in order to determine whether he/she intends to pay the money through PayEx Payment Guarantee. If the buyer does not pay, the transaction will be cancelled automatically in the system after 10 days.

What happens if the buyer does not report that the goods have not been received?

  • If the buyer does not report that he/she has not received the goods, or has a complaint about them within 10 days of payment, PayEx Payment Guarantee will transfer the amount to the seller.

Answers to questions regarding disputes

What happens if the goods are damaged in transit?

  • If the goods are damaged in transit this must be taken up with whoever is responsible for shipping, the Post Office for example. It is important that the seller save all receipts related to shipping. If the seller/buyer and the shipping company cannot agree, the transaction will probably become a dispute at PayEx Payment Guarantee. See "How do you resolve a dispute?"

How do you resolve a dispute?

  • If the parties cannot agree the transaction will become a dispute. The seller and buyer are themselves responsible for agreement; see the user agreement which must be approved by the buyer and seller before using the service. The easiest way for the parties to resolve a dispute is through conversation and common sense. Otherwise the dispute must be resolved in the District Court [Tingsrätten]. Your local consumer advisor [Konsumentvägledare] can give you advice regarding individual disputes and cases. Local consumer advisors work closely with the Swedish Consumer Agency which can provide general information about the regulations that apply.

What happens if the buyer and seller cannot agree?

  • The system contains a function which puts the transaction in dispute when the seller and buyer cannot agree. Generally a dispute arises in these two situations:
  • The buyer does not consider the goods to be in the condition that was agreed, while the seller says that the buyer has received the goods in the agreed condition.

The buyer maintains that he/she has not received the goods, while the seller maintains that the goods have been sent.

  • See "How do you resolve a dispute?"