Complaints & Disputes Resolution

Complaints and Disputes Resolution

Issues and complaints regarding the actual services and/or products purchased from a merchant that uses BlueSnap to process the payment should first be addressed to the relevant merchant supplier directly. BlueSnap does not provide product support.

If the matter cannot be solved with the merchant you may then contact BlueSnap Shopper Support using our support form and we will do our best to assist. If you are a Shopper and your issue relates to BlueSnap’s provision of payment services rather than the product or service purchased from the merchant, you are encouraged to raise the matter with us using the support form.

Merchants with complaints concerning BlueSnap’s provision of payment services are advised to email our Merchant Support team.

Note: Shoppers and smaller merchants known as micro businesses (generally businesses with less than 10 employees) based in the EEA/EU have additional statutory rights concerning the handling of complaints concerning services rendered directly by BlueSnap (see below).

In Canada, merchants have additional rights according to the Canada Code of Conduct (see below).

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EU Shoppers’ Additional Statutory Rights – Dispute Resolution Services

• EU-based shoppers have the right to seek redress for unresolved complaints and disputes through EU certified Alternative Dispute Resolution schemes and also the EU Online Dispute Resolution service.
• This free EU-wide service is available for EU-based consumers to use at the here.
• This service is intended to help resolve disputes arising out of any purchases made either domestically or across EU state borders. This service is no longer relevant for UK consumers.

EU/EEA Shoppers’ and EU/EEA Small Merchants’ Additional Statutory Rights – Provision of Payment Services

• BlueSnap Payment Services Irelands Limited is a regulated provider of payment services in Ireland, supervised by the Central Bank of Ireland,
• Complaints relating to BlueSnap’s provision of payment services that we cannot settle can be referred to the Irish Financial Services and Pensions Ombudsman.
• Further information about this service can be found from this link: https://www.fspo.ie/make-a-complaint/
• Shoppers and merchants based in the EEA outside Ireland my also make a complaint through the FIN-NET financial dispute resolution network.

UK Shoppers’ and Small Merchants’ Additional Statutory Rights – Provision of Payment Services

• BlueSnap Payment Services Limited is a regulated provider of payment services, supervised by the UK’s Financial Conduct Authority.
• Complaints relating to BlueSnap’s provision of payment services that we cannot settle can be referred to the UK’s Financial Ombudsman Service.
• An online leaflet providing information about the Financial Ombudsman Service is available from this link: http://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm

Canada Code of Conduct Complaints

In Canada, merchants have additional rights according to the Code of Conduct for the Payment Card Industry in Canada (see below). If you are a merchant and find there is a potential violation of the Code of Conduct you want to bring to our attention, please complete the support form and specifically reference the Canada Code of Conduct as well as the element from the Code that your complaint relates to.

Following receipt of your complaint we will:

• Acknowledge receipt within five (5) business days.
• Investigate and address your complaints within twenty (20) business days and keep you informed throughout the investigation process.
• If we cannot provide a response to you within twenty (20) days, we will notify you of the delay, reason for the delay and expected response time.
• BlueSnap will provide a response to either resolve the complaint or deny the complaint with reason(s). In our response, you will receive:
  • A summary of the complaint;
  • The final result of the investigation;
  • Explanation of the final decision; and
  • Information on how to further escalate in the event of an unsatisfactory outcome along with the appropriate escalation form and/or channel.