Common questions about shopping with Ewerta.

If you have any questions about accepting payments with Ewerta, this is the right place to find the answers.

What's new

Open Beta
Ewerta is currently in Open Beta. This means that merchants in Latvia can start using Ewerta right away. More features and countries are coming soon.

Getting started

What is Ewerta?
Ewerta is a payment processor maintaining a common platform for buyers and sellers.

Here’s what we mean by that. We offer a simple and convenient way how you can accept payments. Setting up an account is easy, and our commissions are completely transparent: you only pay for what you use. We also provide a wide variety of payment methods allowing you to reach new customers. Moreover, we are building a merchant network, connecting businesses with customers.
Where can I use Ewerta?
Currently, Ewerta is only operating in Latvia. We are working hard to expand our coverage soon. You can sign up to receive a notification when Ewerta is coming to your country.
How do I contact Ewerta?
If you have any questions, first check this list of Q&As – we have exhaustive answers to common questions like opening an account, setting up payments, or solving problems.

If you want to discuss a tailor-made offering, you are always welcome to get in touch with our sales team.

You can also check our terms and conditions.

If you cannot find an answer to your question, you can contact our customer support channels.

Finally, if you have a general question about the company, you can contact us directly at info@ewerta.com.

Shopping

Do I need an Ewerta account to make a payment?
In most cases, you can make a card payment without opening an Ewerta account. Some features, such as Pay Later, do require an account.

Moreover, an Ewerta account comes with multiple advantages. You can easily view, track, and control all your purchases, and you can get the best offers from our merchants.
How do I sign up and log in?
You can open an account right when you make a payment with Ewerta. Alternatively, sign up at any other time.

To log in to your account, click here and enter your username and password. If you have forgotten your password, you can recover it here.
Why do I need an Ewerta account?
An Ewerta account allows you to complete your checkout faster when you shop.

Some payment methods, such as Pay Later, are only available for registered users.

Your Ewerta profile shows all your purchases in one place, so you can review them, control your shopping habits, and, if available, track them.
Why isn’t my purchase showing in my account?
Your purchases will only show in your Ewerta account if you logged in during the checkout; other purchases will not be displayed.

If you were logged in and the payment was successful, but the purchase still does not appear in your account, contact our support team.
How do I close my account?
To close your account, contact our support team.

If you have any pending payments, they need to be cleared before your account can be closed.

Payment methods

What payment methods do you accept?
Ewerta currently accepts all major payment cards and Pay Later.
What is Pay Later and how do I use it?
With Pay Later, you can make the purchase now and pay 30 days later. Your purchase will be delivered when you order it.

When you place your order you will receive a confirmation e-mail noting when you will be charged.

You can also pay the full amount at any time during the 30-day period. Of course, if you pay during period, you won’t be charged at the end of it.
How much does Pay Later cost?
The service is free for the customer.
Who can use the Pay Later option?
Pay Later is available to citizens of Latvia who are at least 18 years old. We will evaluate your ability to make the payment during the checkout process.
What happens if I cannot make my Pay Later payment?
When your payment date is getting closer, we will notify you to make sure you don’t miss it.If you know there will be a trouble making a payment in time, get in touch with our support team to reach the best solution.

If the 30 days are already over, we will have to disable any future purchases from your account and pass any outstanding payments to our partners based on the agreement.
What if my Pay Later application has been rejected?
You can pay the full amount at the time of the order. If you still prefer the Pay Later, you can apply again in 24 hours. We kindly ask you, however, to apply again only if your ability to make the payment has improved.

Payment troubleshooting

Why was my payment declined?
Check if you have sufficient funds in your account and make sure you have entered your payment data correctly. If the problem persists and there are technical errors, get in touch with our support team.
What if I haven’t received my purchase confirmation e-mail?
Check your other e-mail folders, such as Promotional or Spam.

During extremely high sales load, it may take up to 30 minutes to receive your e-mail. If the problem persists, contact our support team.

Note, confirmation emails are sent to buyers with Ewerta account.
When will my Pay Later payment be confirmed?
You will receive the confirmation within one business day if you make the payment before 16:00. It may take 1-2 business days for the change to show up in your account.
What to do if the retailer has not received my payment?
If you have made a payment, your payment card was charged, but the retailer claims they haven’t received a payment, get in touch with our support team with your order details.

Orders, returns, and refunds

Can I cancel or return my order?
All cancellations, refunds, or returns are determined by each store individually. Please contact the retailer directly.
What do I do if I haven’t received my order?
If you haven’t received your order within a reasonable amount of time, make sure you contact the store first. If that fails, contact our support team with your purchase details.
How do I get a refund?
Refunds depend on the store policy, so if you have any questions you should always contact the store first. Make sure you follow the store policy to get your refund as soon as possible.
Card payment refunds
Once we receive a refund notification from the store, we will apply it immediately.

If the store transfers the refund to your card, it will be transferred to the card you used to make the payment. If the card has been closed, contact your bank.

If you receive a refund in any other form, such as store credits, the refund case will be closed, no additional refunds to the card will be made.
Pay later refunds
If you paid by Pay Later and receive the refund to your bank account or any other form, you are still responsible for your payment to Ewerta.

Security and personal data

How safe is my personal data?
All information we store, and transfer is always securely encrypted. We will never share your information without your consent, and you always have full knowledge over what information we collect and store.

For a full explanation, read our privacy policy and terms and conditions.
How safe are my payments?
Ewerta uses Strong Customer Authentication with 3D Secure 2, which means that anytime you make a payment, we verify that it is really you.

We partner with Stripe for processing card payments. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, best-in-class security tools and practices are used to maintain a high level of security.

We also evaluate all our stores very carefully before they can start accepting payments with Ewerta, which adds another layer of security.
What to do if I notice any charges I didn’t make?
We work hard to keep your money safe, and you are fully protected from any unauthorised charges. If you notice a payment you didn’t make, get in touch with us within 30 days from the charge date.
What are AML and KYC requirements and why do I have to follow them?
AML, short for anti-money laundering, are legal requirements that financial service provider must follow. KYC stands for know your customer.

AML regulations are designed to keep online commerce safe. While this may mean some additional paperwork, we have made the entire process as seamless as possible. Whenever we ask you to fill out any KYC and AML forms, we explain exactly what we need from you and why we need it.