merXu Protected Payments For Buyers - Frequently Asked Questions


What is this functionality, and what protection does it offer me?

  • We introduced merXu Protected Payments to minimize the risk of not receiving paid-for goods and to ensure the safety of transactions on our platform.

  • When paying for an order on merXu using merXu Protected Payments, you no longer need to worry about losing your funds when paying for ordered goods before their delivery.

  • With merXu Protected Payments, the funds are deposited in a secure settlement account for the seller (the "Protected Payments" account) in a Dutch bank called Adyen.

  • Neither the seller nor merXu have access to these funds, and Adyen cannot use them in any way, in accordance with banking regulations.

  • The funds will be transferred to the seller only after confirmation that you have received the goods.

  • In the event that you do not receive the order or it is delivered incompletely, you can request a refund (after prior agreement with the seller that the goods were indeed not delivered at all or not in full). The security of the deposited funds is guaranteed by Adyen as a bank.

How can I confirm the receipt of the goods?

You will receive email notifications that will allow you to confirm the receipt of the goods. If you do not confirm the receipt of the goods within 30 days of payment or do not report any issues with the goods, the money will be transferred to the Seller. The option to confirm receipt of the goods will also be available on the order summary page.

What is merXu's role in these transactions?

merXu provides merXu Protected Payments as an optional feature for Buyers in accordance with the provisions of the merXu Terms and Conditions, Attachment No. 5. After confirming the correct course of the transaction, the Seller will receive the funds deposited in their Adyen account. If the goods have arrived damaged, please report this to the Seller.

How much will it cost me?

merXu Protected Payments is free of charge.

I have an issue with the goods, what can I do?

The transaction you entered into is an agreement between you and the Seller. First, contact the Seller and discuss the details of a potential complaint.

How long do I have to report the receipt of the goods?

Report the receipt of the goods promptly. You will receive several reminders from us, but we encourage you not to delay, as it may cause issues in conducting transactions with Sellers on merXu. You have a button available in the order summary.

If you do not confirm the receipt of the goods on your own, we will transfer the funds to the Seller no later than 30 days after payment.

How and when to report that I did not receive the goods?

Report via email to that you have not received the goods within 30 days of payment to the Protected Payments account.