for Germany and
Austria:
An online shop has blocked your customer account and you no longer have access to it?
We understand that it can be frustrating that the account has been blocked.
The reasons for it can be several and refer to suspicious/fraudulent activities, which could include:
- complaints relating to unreceived orders;
- missing items;
- order and return of unusually large quantities;
- refusal of multiple returns from the shop;
- returned items that are worn/used and do not correspond to the original order
For further information visit the Customer Care page of the online shop you ordered from.
Riverty is only responsible for the invoicing, so we unfortunately have no access to your online shop account or to the communication with the online shop and are unable to assist you with this.
It is necessary for you to contact the online shop in question directly in order to find a solution together with them.
Here's what you can do to contact the online shop
Use the contact details provided on their website:
- Email address
- Chat function
- Telephone number
- postal address
If you are unable to get in touch, you can contact consumer protection.
We are aware that clarification can sometimes take longer
However, as a payment service provider, we are subject to contractual obligations. Therefore, even in such a case of clarification, we are only able to postpone the due date of an invoice to a limited extent.
Useful links:
What to do when having a dispute with an online shop? - Riverty Support
Return procedure and conditions of the online shop - Riverty Support