Customer Support

Welcome to our customer support page! Here you can read the FAQ or reach out to us if you can't find the answer to your question.

Invoice

How is my invoice sent?

We send the invoice to the email address you provided when you made the purchases. Make sure to have checked your Spam folder. If you have made a typo in your order, ensure to contact the shop as soon as possible so we can send you our communication to the right place. In some cases we might have also sent the invoice to you by post.

Since the invoice is sent to you when your order is shipped, it might take a few days until your receive your invoice.

You can always find your invoice by using the Riverty app or by logging into MyRiverty app.

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

Your invoice has not been sent yet

You will receive your invoice by email after the webshop has shipped your purchase. You can already see the registered purchase in the Riverty app or in MyRiverty after completing the purchase in the webshop.

The invoice email is marked as spam and did not make it to your inbox

Check you spam filter and make sure to mark emails from Riverty as trusted to prevent this from happening in the future.

There is a typo in your email address

The invoice is probably on its way to you by physical post. When we detect that the email has bounced, you will automatically receive an invoice by post. You can contact our Customer Service to share your correct email address with us.

You use different email addresses for your purchases.

Log in with the email address you used during purchase to see a summary of all payments associated with this email address.

"Sign in with Apple" issues

In case you used "Sign in with Apple" for your purchase it might be that you are using Apple's private email realy service, which means a one time email has been generated. "Sign in with Apple" gives users the ability to use an anonymous email address. In this case please contact us via the chat and please include which shop you have made the purchase with.

Can I change the due date on my invoice?

Yes, you can. If you need a little more time to pay you can use the Pause function in the Riverty app or MyRiverty. This allows you to postpone your due date during the initial payment period by 7 additional days - for free!

Login to the Riverty App or MyRiverty to pause your invoice.

Payment

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

Your payment was not yet processed when sending the reminder.

You will receive a payment confirmation email after we have processed your payment - for bank transfers this can take up to 3 days.

Did you pay more than 3 days ago?

Please send the details of your payment to customercare@riverty.nl. We will work hard to locate your payment, after which you will receive a payment confirmation by email.


Please check if you have transferred the money to the right bank account number. This should be NL50DEUT0265295750.

Is this not the bank account number you have used? Then perhaps you paid directly to the webshop. Please contact the webshop and ask them to transfer the money back to you or to inform us about the received payment.

I have been charged with reminder fee, but I did not receive any reminder

Your purchase is linked with your email address. You are using different email addresses for your purchase and probably not logged in with the email address associated to the invoice on which reminder fee has been charged.

For the best experience try to use same email address for all your purchases to keep a track of all your invoices and avoid missing notifications or payments.


Check your spam filter and mark emails from Riverty as trusted to prevent this in the future.

How can I pay for my invoice?

You can pay your open balance either with iDEAL or Bank Transfer.

Riverty app

In the Riverty App or in MyRiverty open the Invoice and select 'Payment Options'. Here you can now pay with iDEAL or find the bank detailts for a manual bank transfer. Remember that bank transfers can take up to three working days and can be error prone.

I am waiting for a refund from Riverty. When will this be credited to my account?

Once we have processed the refund, you will receive the overpayment within 14 days to the bank account from which we also received the payment.

I have a question about a coupon or discount code with my order.

In this case, you may contact the webshop where your order was placed. They will be able to help you further.

Delivery and returns

How can I return my entire order?

You can return items in accordance with the merchant's return policy. As soon as the merchant has informed us that your return has been processed, you will receive a confirmation e-mail.

You can also add the returned items to your invoice in the Riverty app or in MyRiverty. Open the invoice, click the button 'Notify 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 merchant 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.

You can return items in accordance with the merchant's return policy. 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 the Riverty app or in MyRiverty. Open the invoice, click the button 'Notify return' and follow the steps. We will then extend the due date and update the invoice amount. You can pay the remaining amount with iDEAL in the Riverty app or in MyRiverty.

Have you not received a confirmation after 2 weeks? Please contact the merchant 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 credited amount might be lower than expected. You can pay the remaining amount via iDEAL in the Riverty app or in MyRiverty.

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 the Riverty app or MyRiverty, the remaining amount is open for payment. You can pay directly via iDEAL in the Riverty app or MyRiverty. 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 the Riverty app or MyRiverty, or check the confirmation e-mail.

Can I adjust or cancel my return?

We will send you an e-mail in case your return is not processed in time. We advise you to contact the merchanrfor more information on the status of 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 reasons, it is only possible to add one 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 the Riverty app or MyRiverty?

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

Due to technical reasons, it is only possible to add a return once 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, so we can take a look at it together.

Login to app & MyRiverty

How do I login to the Riverty app or MyRiverty?

Login to the Riverty app

All you need to login to the Riverty app is your email address. Open the app, enter the email address linked to your Riverty purchases and we will send you a login link. No more remembering passwords and pin codes. After your first login, you can access the app even quicker with Face ID or Touch ID.

Login to MyRiverty by email

You can login to MyRiverty with your email address. Request a login link and you will immediately receive a unique and encrypted link to login to MyRiverty.

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.
If you leave your new address with your next order, it will also be used as the billing address for your new order.

How can I change the (personal) information in my profile?

Please contact our customer service and let us know about the changes. We will adapt the profile information for you.

Monthly Invoice

How does monthly invoice work?

Some webshops or apps offer our monthly invoice option. This enables you as a consumer to make multiple purchases during a month from this webshop or app, and only receive one invoice at the end of the month.

How can I sign up for the monthly invoice?

The monthly invoice is offered by specific webshops or apps. Once you see the monthly invoice as a payment option in the checkout, you just have to select it, enter your data and that's it! Your monthly invoice is ready to be used and you can easily add more purchases to it without any extra steps. After your first purchase we will send you a welcome email with details on when you will receive your monthly invoice for that particular app or webshop. The next email you will receive will be the invoice.

When will I receive my monthly invoice?

Invoices are sent via email once a month, where the exact date varies depending on the merchant you shopped at. You will find the specific date in the welcome email you receive from us after your first purchase.

How will the monthly invoice be sent?

Invoices are sent via email, to the email address you specified when you made your purchases.

Where can I see my monthly invoice?

You can see the status and details of your monthly invoice any time in the Riverty app or MyRiverty.

When do I need to pay?

The due date will be clearly specified in the invoice email you receive and inside the Riverty app or MyRiverty.

How can I pay my monthly invoice?

You can easily pay your invoice via iDEAL in the Riverty app or MyRiverty.

What happens if I don't pay the invoice on time?

In case you forget to pay your monthly invoice before the due date, we will send you an email reminder. You can follow the instructions in the reminder to pay within the stated period of time.

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. You can find more information about the processing and use of personal data by Riverty in our privacy statement.

Riverty within the webshop

How does Riverty work?

Click here to see how Riverty works.

Riverty and EasyPark

Why do I get an invoice from Riverty for my EasyPark transactions?

Riverty handles the direct debit payments for EasyPark. You will receive a monthly invoice from us with all your parking transactions.

If you would like to use another payment method you can change this in the EasyPark app.

How can I change or update my IBAN account?

This can be updated in the EasyPark app.

Where can I find the parking transactions?

You will find all your parking transactions in the EasyPark app.
You will get an overview of all transactions on your monthly invoice.

Pay in 3

How does Pay in 3 work?

Pay in 3 is a Buy now Pay Later payment method that is offered at the checkout of an order at a webshop. You can use this to pay for an order in 3 monthly installments. After sending the ordered product, the first payment is due after 30 days, the second installment after 60 days and the third installment after 90 days. If you always pay on or before the scheduled expiration date, we will not send reminders and this payment method is free of charge.

In what ways can I pay?

The fastest and easiest way to pay is via iDEAL in the Riverty app. Would you rather transfer the payments yourself? This can be done with a bank transfer. To do this, use the following information:

IBAN : NL50DEUT0265295750

Account holder : Riverty

Payment description : You can find this in the invoice, in the app or Riverty Portal

Amount : € .....

It is important to include the correct details and account number when making your payment.

What happens if I don't pay on time?

If you miss a payment, this amount will be added to the next instalment. You will receive a reminder email and an app notification 2 days later. At that time, no additional costs will be charged. If you pay the missed payment before this next instalment period, we also do not charge collection costs. If your payment has not been received by us after 90 days, we will charge you collection costs.

If you have still not paid the payment arrears, your Payment in 3 will be forwarded to our collection agency Riverty Services Netherlands B.V. It is important that you immediately contact the collection agency to make a payment plan. In addition to collection costs, the collection agency also charges statutory interest. You can also activate a payment plan yourself via the website of the collection agency.

What should I do if I can’t pay?

It is wise to contact us directly in this situation. Together we can look for a solution that suits your financial situation. Our Customer Care staff will help you with this.

How are my payments processed?

Your payment via iDEAL is processed immediately and can be seen in the updated account overview in the app or in the Riverty Portal. Paying via iDEAL is the fastest and easiest way of paying. If you make a bank transfer, it will be processed after we receive the payment on our bank account. This may take several business days. If you accidentally overpaid, your next term will be reduced. Is there a credit? Then it will be refunded to your account.

What happens to my account overview if I return an order?

If you file an order back at the webshop and / or return the item, we will be informed of this by the webshop. This information will be visible in your next term. The next term will be reduced by

the amount of the returned items. Have you returned your entire order? Then we will let you know and your Pay in 3 account will expire.

Why can't I report returns in the app?

This is technically not possible yet. We are working hard to make this possible. Until it is possible in the app you need to contact the webshop to report a return.

Is there an order limit for Pay in 3?

Yes, you can only use this payment method if the purchasing price of the items that you want to purchase is between €30.00 and does not exceed € 2,500.00.

Can I pause my Pay in 3 or ask for a postponement?

No, as soon as you place the order, you agree to the terms and conditions of Pay in 3. This means that you pay for your order in 3 instalments. There is no possibility to pause payments or to give a deferral.

Can I pay the full Pay in 3 invoice in one go?

This is possible. You can only do this by logging into the app or into the Riverty Portal and paying the instalments one by one. You can always pay the (next) instalment before the due date. Once the instalment has been paid, the next instalment term will appear.

What happens if I pay too much or too little?

This cannot happen with IDEAL. If you pay by bank transfer, it might happen that you pay too much or too little. If this happens, you will receive an email about it. It describes exactly what the next steps will be.

What happens if only part of my order is delivered?

You will receive an account statement with 3amounts for all the shipped items. This statement described all the instalments that need to be paid. You will receive a new account statement as soon as the rest of your order is delivered. We will also send you an e-mail with all the information about all the changes in your account statement. You can also find this information in the app and in the Riverty Portal.

Will my purchase be registered with BKR?

Your purchase is not registered with BKR.

Chat with us

Open chat

Chat hours:
Our chat is always open and ready to help.
To chat with an agent, Monday - Thursday 08.00-17.00.

You can use the form below to send us an email

Call us

020 7 230 270

Phone hours

Phone hours
Time
Monday - Friday
9:00 - 18:00 h
Saturday - Sunday
Closed