Brexit–here’s the plan

As a SumUp merchant, you may have wondered what the approaching Brexit deadline means for you. Rest assured, we have got you covered! We understand the importance of uninterrupted business for our merchants and have, therefore, made all necessary provisions to ensure that you don’t miss a beat in...

Retrieval requests, chargebacks and fraud notifications

At SumUp we do everything in our power to minimise fraud and through that the chances of chargeback. In case you still receive a retrieval request, chargeback or a fraud report follow the guidelines in this article. In this article: Retrieval request Chargebacks Fraud reports Retrieval requests...

SumUp’s chargebacks procedure

This guide explains in detail how chargebacks are handled within SumUp. For general information and reasons for a chargeback, have a look here. First Objection: Step-by-Step Guide 1.  Our acquiring bank partners notify SumUp of a chargeback and our systems are updated accordingly. 2.  We notify y...

Invoice inquiry

We are obliged by our payments providers to check the legitimacy of the transactions. We might be required to collect additional information, such as an invoice (in PDF format), from you to verify the payment. A detailed invoice, issued in the name of your company, should: include not only the b...

SumUp cares

We at SumUp are committed to providing excellent service and we care about your feedback. All our customers have the right to fair, effective and courteous service at all times. If you, for any reasons, are not happy with our service or we have not met your expectations you can always send us an...

Contact details

Need help? Contact our support agents during our office hours if you have any questions for which you can't find the answers here.   United Kingdom Ireland Malta Chat with us   Use the "Chat with us" button below to ask your questions. You can also chat with us via your SumUp App or your o...