Customer Support

Here you can find answers to the most commonly asked questions. If you still need help, don’t hesitate to contact our customer support team.

Invoice

How and when do I get my invoice?

The sending of your invoice can take up to three days after delivery.

We send your invoice to the email address you provided when you placed your order. The email will be sent when your order is shipped and it might take a few days until you receive your invoice. If we can't reach you via email, we will send you the invoice by post.

You can also see all your invoices by logging in or use the app.

I haven't received my invoice, what do I have to do?

The sending of your invoice can take up to three days after delivery.

When your order is shipped we send the invoice to the email address you used to make the purchase. We recommend that you check your spam folder. You can also find all your invoices by logging in or use the app.

If you have trouble finding your invoice in MyRiverty, contact our Customer Support via 030 76239239 or via customercare@riverty.de

Can I change the due date of my invoice?

Yes, if you need more time to pay your invoice you can use our snooze function. You can choose to extend your due date 7 days for free or 21 days for a fee of 2,50 EUR. Log in if you want to snooze your invoice.

Payment

I received a reminder but I have paid my invoice, why?

The reminder might have been sent because you paid late or used the wrong payment details. Please check out on which date you made the payment and which account and reference number you used.

If this data matches to the payment information and the payment is still not confirmed, please contact our customer service on 030 7623 9239 or customercare@riverty.de and we will help you.

Tip! You can easily pay your invoices and schedule payments to be withdrawn on due date in MyRiverty. On this way you will never miss a payment.

Have you received my payment?

We will send you an e-mail with the payment confirmation as soon as we receive your payment.

If you are not sure whether your payment has been processed, you can also log in or use the app and see there if your invoice is in the history. It can take up to 3 working days before we receive your payment.

Which payment methods do I have?

In your account you will find different payment methods to pay your invoice.

Direct Debit (Lastschrift) - Pay your invoice by using our direct payment function. This is our quickest and easiest way to automatically settle your payment with the correct payment details and to ensure a quick allocation of your payment. Currently you can pay by SEPA direct debit. Simply enter your IBAN once and you will then be able to use it for future payments "with one click", too. Furthermore you can choose your desired payment date.

Bank transfer – You can easily pay the invoice directly by bank transfer. To be able to guarantee a correct allocation of your payment, we ask you to use the given payment information stated at the end of the payment email we sent you.

How can I change my IBAN?

If you want to pay in MyRiverty with a new bank account, please delete your old IBAN on your profile. To add a new bank account you just have to type in your new IBAN when paying an invoice. If you want to change the bank details for Flex or installments, please send your new bank details by email to customercare@riverty.de

Installment

How does installment work?

After selecting Riverty Fix in the checkout, you will get two e-mails from Riverty containing more information. The first e-mail contains a confirmation for your purchase and your selected payment method (Ratenkauf). The second e-mail contains information about the installment agreement, such as the contract, the direct debit agreement and your payment plan.

Please note that we do not need the contract back. This one is just for your information.

When do we offer installment payment?

You can choose installment directly in the checkout. If you want to pay via installments, you simply choose the number of months you want to pay your installments in in the checkout. After you have completed your purchase we will send you a confirmation and further information about your installment via e-mail.

When do I get my installment plan?

You will receive your invoice and the additional information about your agreement right after you purchased is shipped.

What happens if the payment of an installment fails?

If an installment cannot be debited, unfortunately, a fee up to €4.50 will be charged for the direct debit chargeback. Please ensure that your IBAN is correctly stored, and the account has sufficient funds. To avoid additional fees, we will send you an email and ask for a manual transfer. This is necessary as, otherwise, we will attempt to debit the next installment along with the already due installment and an additional late fee.

Delivery and Returns

I haven't received my order yet, why have you sent me an invoice?

Your invoice is sent to your email when your order is shipped, and that’s why it might reach you before the delivery of your package. If you have not received your order within a few days, please contact the store you purchased at. If your delivery is delayed, please contact customer service at 030 7623 9239 or customercare@riverty.de us and we can help you move the due date.

What happens to my invoice if I return my order?

Of course you shouldn't pay for something that you have returned.

Contact the webstore that you ordered from and follow their instructions for how to make a return.

You can then log in to MyRiverty and report that you have made a return to us. We will then pause your invoice and update the amount to pay.

How can I return my entire order?

Contact the shop from which you ordered to find out how to make a return. As soon as the merchant has informed us that the return has been processed, you will receive a confirmation e-mail.

You can also add the returned items to your invoice in Riverty app or in MyRiverty. Open the invoice, click the button 'Create return' and follow the steps. We will then extend the due date and update the invoice amount.

Have you not received a confirmation after 2 weeks? Please contact the shop to ask whether your return has arrived safely.

How can I return part of my order?

You only pay for items that you keep, including any shipping and service costs.

Contact the shop from which you ordered to find out how to make a return. As soon as the merchant has informed us that the return has been processed, you will receive a confirmation e-mail.

You can also add the returned items to your invoice in AfterPay app or in MyRiverty. Open the invoice, click the button 'Create return' and follow the steps. We will then extend the due date and update the invoice amount. You can pay the remaining amount through the app, MyRiverty, or use the payment information in the e-mail.

Have you not received a confirmation after 2 weeks? Please contact the shop to ask whether your return has arrived safely.

Why is the amount on my invoice not correct after a return?

The most common reasons why the invoice amount is not as expected are:
incorrect processing of returned items, discounts in the order, or merchant return fees.

If you had a discount on your invoice, the amount of the credit voucher might be lower than expected. The difference has to be paid via bank transfer.

To get information about your specific return, please contact the shop.

When can I pay for my invoice after making a return?

After adding the returned items to your invoice in AfterPay app or MyRiverty, the remaining amount is open for payment. You can pay directly through the app or MyRiverty, or use the payment information in the e-mail. Once the return has been approved by the merchant, we will inform you.

If you returned your entire order, you most likely don't have anything left to pay. However, some merchants add a return fee. To know what applies to your return, open the invoice in AfterPay app or MyRiverty, or check the confirmation e-mail.

Can I adjust or cancel my return?

We will send you an information e-mail if your return is not processed in time. Then please contact the shop to get information about the status on your return. In case the merchant needs extra time to process your return, contact our customer service to get help putting your invoice on hold.

Can I get an extension of my payment date when I make a return?

You can only add a return to your invoice before it's scheduled for payment.

Due to technical limitations, we only allow 1 return per invoice. If you already added a return to the invoice a second is not available.

As long as you follow the merchant's return policy, you can still make a return through them. Once we get notified by the merchant, we will come back to you with updated payment information. If you have already paid for the order in full, we will transfer the excess amount back to you within the next days.

Why can't I add a return in app or MyRiverty?

You can only add a return to your invoice before it's scheduled for payment.

Due to technical limitations, we only allow 1 return per invoice. If you already added a return to the invoice a second is not available.

As long as you follow the merchant's return policy, you can still make a return through them. Once we get notified by the merchant, we will come back to you with updated payment information. If you have already paid for the order in full, we will transfer the excess amount back to you within the next days.

Why was my return rejected by the merchant?

Please make sure you follow the merchant's return policy. Some merchants have special terms which don't allow a return at certain conditions.

If you do not agree with the decision from the merchant, please contact our Customer Service. We can take a look at it together. No promises made there...

Login

How do I log in?

Click "Create account" on myafterpay.de and you will be asked to enter your email address. Please note that it is only possible to register with the e-mail address that you used when you made a purchase with AfterPay. After clicking on "Register" you will receive an e-mail asking you to confirm your registration and set a password for your MyRiverty account. Afterwards you can log in to MyRiverty with your e-mailadress and this password at any time.
You are also welcome to use your Magic Link:
with the Magic Link you can access your MyRiverty account with just one click and without a password.

How can I change my billing address?

The billing address is the same as the one you entered when you placed your order. It is not possible to change the billing address afterwards.

Your billing address will be automatically updated when you use your new address for your next order.

How can I change my personal information in my profile?

Does the address in your MyAfterPay profile not match your current billing address or do you have a different last name?

Then please contact our customer service and let us know about the changes. We will update the profile information in our system for you.

Security, privacy and personal data

Why does Riverty process personal data?

In order to be able to offer our service, we need some information from you. Especially if you are using Riverty for the first time. Click here (link to privacy statement) for our privacy statement which explains more about the processing and use of personal data by Riverty.

Riverty within the webshop

How does Riverty work?

Click here to see how Riverty works.

Chat with us

Open chat

Chat hours:
Our chat is always open and ready to help.
Unfortunately our digital assistant Solvi is only available in German.
If you wish to speak to a customer support agent please use the contact form below.

Use the form below to send us an email

Call us

+49 30 7623 9239

Phone hours

Phone hours
Time
Monday – Friday
8.00-17.00
Saturday - Sunday
closed