FAQ

GENERAL INFORMATION ON INVOICES AND PART PAYMENT

How do invoices / part payment differ from other payment methods?

Paying by invoice or part payment, you get more time to pay for your purchase. You only have to pay once you have received the goods.

You can pay all at once using an invoice, or you can pay in instalments using one-time credit. Part payment lets you choose the monthly instalments that suit you best. Unlike with other forms of credit, you get more time to pay a single purchase without committing to a permanent credit relationship, such as a credit account.

Invoices and part payment are intended to give you more financial flexibility and allow you to make important purchases. You only commit to paying for one purchase in the agreed time frame. There are no other commitments.

Where can I use invoices and part payment?

You can use Lindorff invoices and part payment in hundreds of online businesses and brick-and-mortar shops. More information is available at the point of sale. Note that the payment method may be rebranded by the merchant.

How can I use invoices and part payment?

To take advantage of the payment time offered by invoices and part payment, you need an approved credit decision. You can apply for one when making your purchase. To apply, you must be 20 years of age and have a Finnish personal identity code and a permanent official home address in Finland. To make the credit decision, your address and credit information will be checked from the Population Information System and credit information databases. Invoices and part payment are intended for private individuals.

In online shops the credit decision is made as part of the purchase using the information you have provided, if you choose to pay by invoice or part payment. If you choose part payment, you can make a part payment agreement for one-time credit and select the monthly instalment that suits you best. Once the purchase is complete, you will receive an email invoice (or a printed invoice, if you did not provide your email address). In part payment you will receive monthly invoices until the credit is paid off.

In offline shops the salesperson will request your personal information to process the credit decision. Once you have confirmed the purchase and payment method with your signature, you will receive the invoice by email or post. Once you receive the invoice, you can opt for more payment time by converting the invoice into a part payment agreement. To do so, log in to this online service and choose the monthly instalment that suits you best. Then you only need to pay the first instalment on the invoice you have received.

You can manage invoices and part payment by logging in to this online service or calling Lindorff's customer service at +358 2 2700 550 (Mon-Fri 9 a.m. to 5 p.m.). Standard local or long-distance call charges apply.

CREDIT DECISION

When can I use invoices or part payment?

Typically invoices and part payment allow for purchases between 20 and 2,000 euros. These limits may vary by merchant. The specific amounts will be included in the merchant's description of payment methods.

Invoices and part payment require you to receive an approved credit decision. To receive an approved credit decision, you must be at least 20 years of age, have a Finnish personal identity code and a permanent official home address in Finland. As a responsible lender, we require that you have conducted your finances well and have a clean payment history. If you have a payment default, have frozen your own credit or unlisted your address, you cannot use this payment method.

Can I find out the credit decision beforehand?

Some businesses allow you to discreetly check by text message if you are eligible for an approved credit decision.

To make a preliminary enquiry, send a text message to +358 404 800 900 in the following format:
PERSONAL_IDENTITY_CODE POSTCODE SHOP_ID
(e.g. "123456-789A 00100 XXX" to +358 404 800 900).

The shop ID will be displayed at the point of sale. Sending the message is charged by the standard rate. The reply is free of charge. Please note that the text message is not a legally binding decision: it does not oblige you to purchase, nor does it oblige Lindorff to grant payment time or credit.

Why could I not use invoices / part payment? Why was my credit application denied?

The credit decision is made individually for each purchase. The decision is based on a total evaluation, which takes account of factors including the purchased amount and your payment history. An acceptable credit rating is always needed for an approved credit decision. Any previous purchases you have chosen to pay by invoice or part payment may also affect the credit decision if they remain unpaid. Approval also requires permission to check your information from the Population Information System, and that the information you have provided match the information in the system.

Denied credit may be the result of recorded payment defaults (also personally frozen credit), exceeding the shop's purchase limit, previous invoice or part payment purchases, or unlisted address information. For more information, contact our customer service. You can reach us at +358 2 2700 550 Mon-Fri 9:00 a.m. to 5:00 p.m.

What information is checked to make the credit decision?

When you apply for payment time or one-time credit, we verify your personal and address information from the Population Information System, and we check from the credit information register if you have any payment defaults. The credit decision is also influenced by your previous payment behaviour as a customer of Lindorff Invest Oy. The credit decision is made individually for each purchase.

The credit decisions and checks are handled by Lindorff; the credit decision and the personal identity code you provide are not saved in the shop's system or customer register. Your personal information is only used for the purpose of granting credit.

INVOICE

How will I receive the invoice for my purchase?

We will send you an email invoice by default. If you do not receive the email invoice, please check your junk mail folder and other email filters.

If you did not provide your email address or chose invoice delivery by post, we will send you a paper invoice to your home address.

What is the cost of using this payment method?

When you choose invoice as the payment method on a website or a brick-and-mortar shop, Lindorff does not add interest or fees on the invoice. The merchant may apply their own payment method fee. This will be announced in the payment method description at the point of sale.

Once you receive the invoice, you have the option to pay in instalments with one-time credit. Part payment of one-time credit is subject to interest for the credit period, as well as monthly fees. The total costs are listed in the payment method descriptions and marketing materials.

I am unable to pay my invoice in time. What should I do?

You can log in to this online service to postpone your invoice's due date by a maximum of 14 days. We charge EUR 5 for each change of due date. Please note that the due date may only be postponed before the date arrives.

If you have difficulty paying for your purchase, please contact our customer service – we will help you find a solution. You can reach us at +358 2 2700 550 Mon-Fri 9:00 a.m. to 5:00 p.m.

I have received a payment reminder. What should I do?

The easiest way is to pay the reminder by its due date. If for some reason you are unable to pay the invoice by the due date, please contact our customer service well ahead of time. You can reach us at +358 2 2700 550 Mon-Fri 9:00 a.m. to 5:00 p.m.

I chose to pay for my purchase with an invoice, but I would like to pay in instalments. What should I do?

Once you receive the invoice, log in to this online service and you can opt for more payment time by converting the invoice into a part payment agreement. You can log in using your email address or the invoice number and your personal identity code.

You will receive information about part payment and the different monthly instalment options with your invoice. After you log in to the online service, you can select the monthly instalment option that suits you best and make a part payment agreement. Please read the terms of credit carefully before signing the agreement. The new payment schedule will take effect once you have approved the part payment agreement.

With the part payment agreement in effect, you only need to pay the first instalment on the invoice you have received: simply change the sum to be the first instalment according to the option you have selected. Please note that you need to make the part payment agreement before you can start paying in instalments.

PART PAYMENT

When can I use part payment?

Before you can use part payment, you must make a part payment agreement, either directly in an online shop or by logging in to this online service once you have received an invoice. An approved credit decision is needed for part payment; the decision is made during the purchase.

The part payment agreement presents you with options for the number of instalments to pay. Please read the terms of credit carefully before signing the agreement.

If you would like to use part payment after receiving an invoice, please make the part payment agreement online before paying the first instalment on the invoice.

How will I receive the instalment invoices?

Once you have made the part payment agreement, we will send you monthly invoices until the credit is paid off. You can check your invoices to see the credit paid and remaining.

We will send you an email invoice by default. If you do not receive the email invoice, please check your junk mail folder and other email filters. You can also opt for a paper invoice. You can change the invoice delivery method by logging in to this service from the top of the page.

If you did not provide your email address or chose invoice delivery by post, we will send you paper invoices to your home address.

How can I change the invoice delivery method?

Once you have made the part payment agreement, we will send you monthly invoices until the credit is paid off. You can check your invoices to see the credit paid and remaining. We will send you an email invoice by default. If you do not receive the email invoice, please check your junk mail folder and other email filters. You can also opt for a paper invoice. You can change the invoice delivery method by logging in to this service from the top of the page. If you did not provide your email address or chose invoice delivery by post, we will send you paper invoices to your home address.

Can I pay back at a faster rate?

Once you have made the part payment agreement, you will receive monthly instalment invoices until the credit is paid off. You can pay the credit off faster if you wish. To do so, pay a larger amount than the instalment stated on the invoice. Please note that the extra payment reduces the remaining total and the number of instalments from the end. The instalments will remain the same until the credit is paid off in full. The next invoice will have an updated remaining total, so you can always see how much credit is still due.

Can I pay off the credit all at once instead of in instalments?

You can pay off the remaining credit at any time. You can see the remaining total on the invoices. It is recommended that you check the remaining total at the time of final payment from our customer service. When you pay off all of the credit, the part payment agreement is immediately concluded and you will not have to pay interest or fees for the remaining payment time.

What are part payment agreements and one-time credit?

Before you can use part payment, you must make a part payment agreement, either directly in an online shop or by logging in to this online service once you have received an invoice. The part payment agreement allows you to choose the number of instalments you wish to pay. Please read the terms of credit carefully before signing the agreement.

Part payment is a form of one-time credit, meaning you get time to pay for a single purchase and are not bound by a permanent credit relationship. The credit will be paid off within the agreed period by paying at least the agreed monthly sum.

Once you have made the part payment agreement, we will send you monthly invoices until the credit is paid off. You can monitor the remaining credit from the invoices and pay off the remaining credit at any time.

What is the cost of using this payment method?

Part payment is based on one-time credit that is subject to interest and monthly fees for the credit period. Some merchants may collect additional payment method fees. You can see the credit costs at the point of sale. Examples of part payment's effective annual interest rate and fees are presented in the payment method descriptions and marketing materials.

I am unable to pay my invoice in time. What should I do?

You can log in to this online service to postpone your invoice's due date by a maximum of 14 days. The postponement fee is EUR 5, which is charged on the next invoice. Please note that the due date may only be postponed before the date arrives.

If you have difficulty paying for your purchase, please contact our customer service – we will help you find a solution. You can reach us at +358 2 2700 550 Mon-Fri 9:00 a.m. to 5:00 p.m.

I have received a payment reminder. What should I do?

The easiest way is to pay the reminder by its due date. If for some reason you are unable to pay the invoice by the due date, please contact our customer service well ahead of time. You can reach us at +358 2 2700 550 Mon-Fri 9:00 a.m. to 5:00 p.m.

Please note that if the invoice remains unpaid and you do not contact us, the credit agreement stipulates that all of the credit, including interest and expenses, will fall due and be collected. At that point the credit will be due immediately.

RETURNS AND REFUNDS

What do I do if I have received the wrong product, or it is otherwise unsatisfactory?

You should primarily contact the product's seller when it comes to returns and questions regarding the product. The seller will notify Lindorff of returns made in accordance with the Finnish Consumer Protection Act, as well as accepted refunds. No further action is required from you. If you are paying for the purchase on a single (consolidated) invoice, simply deduct the price of the returned product from the invoice's total. If you have made a part payment agreement, you will be refunded on the last instalments of the agreement for the amount of the return. This will allow you to pay off the credit faster.

Please note that invoicing will continue unchanged until Lindorff is notified of the return. Our customer service will be happy to help you resolve any issues. You can reach us at +358 2 2700 550 Mon-Fri 9:00 a.m. to 5:00 p.m.

How will I be refunded for returned products?

When you return your purchase to the point of sale according to their instructions, Lindorff will be automatically notified and no further action is required on your part. If you are paying for the purchase on a single (consolidated) invoice, simply deduct the price of the returned product from the invoice's total.

If you have made a part payment agreement, you will be refunded on the last instalments of the agreement for the amount of the return. This will allow you to pay off the credit faster.

I have already paid. How can I get my money back?

If you have paid your invoice but decide to return the product regardless, please send your personal and bank details in writing to Lindorff's customer service so we can return your payment.

By email: palautus@lindorff.com
Use the following subject: Lindorff Invest Oy/suorituksen palautus
By post: Lindorff Oy/Laskutusasiakaspalvelu, PO box 20, FI-20101 TURKU

We will reimburse your account for the returned product once the merchant notifies us that the return has been accepted. Please note that we will only return the funds to the person who made the purchase.

TERMS OF CREDIT AND THE PART PAYMENT AGREEMENT

How can I view the part payment agreement I have made?

Your part payment agreement will be listed under your personal details when you log in to this online service. Here you can save and print the agreement and the general terms of credit.

Where can I view the terms of credit for the payment method?

The general terms of credit for the payment method are available from this link: general terms of credit.
The Standard European Consumer Credit Information is available from this link: the Standard European Consumer Credit Information form.

The general terms of credit and the Standard European Consumer Credit Information can also be found by logging in to this online service. They are also available at the point of sale when you make your purchase.

How is the annual interest determined?

Invoices are an interest-free payment method. The effective annual interest rate for part-payment using one-time credit is determined by the interest accrued on the credit during the credit period, as well as monthly fees. Merchants may choose to collect additional fees for using part payment. You can see the credit costs at the point of sale. Examples of part payment's effective annual interest rate are presented in the payment method descriptions and marketing materials.

THE BILL ONLINE SERVICE

How does the Bill online service work?

You can log in to the service by giving your email address and clicking the link sent to you by email, or using your personal identity code and invoice number.

The online service allows you to effortlessly manage invoices and part payment agreements. You can, for example
convert invoices into instalments check your part payment agreements postpone invoice due dates, if necessary adjust the due dates of instalments update your details change your invoicing method.

Why am I unable to log in?

You can log in to the service when you have chosen to pay for purchases using Lindorff invoices or part payment. You log in using your email address or your personal identity code and invoice number.

Please check that the information you have provided is correct. If you tried logging in with your email address, please try again using your invoice number and personal identity code. To use your email address, you need to have given it to the merchant when making your purchase, and it needs to have been registered correctly.

The online service is not working. What is the problem?

Our online service supports the following browsers: Internet Explorer 9 and newer, Firefox, Chrome and Safari. If you are using an older version of these browsers or a different browser altogether, the service may not function correctly. Please update your browser. Also check that your browser settings allow cookies and JavaScript.

DATA SECURITY

Why are bank identifiers used for online shopping?

When you choose to pay by invoice or part payment online, your identity can be verified using the TUPAS identification service, which in practice means using bank identifiers. TUPAS protects you and the point of sale from identity abuse – it allows us to guarantee that the shopping experience is as secure as possible for all concerned.

TUPAS identification accepts Osuuspankki, Nordea, Danske Bank, Handelsbanken, Aktia, Säästöpankki, POP Pankki, S-pankki, LähiTapiola and Ålandsbanken identifiers. You can also identify yourself using mobile ID.

Why do you request my personal identity code?

When you choose to pay by invoice or part payment, we will request your personal identity code. Your personal information is only used for the purpose of granting credit. We use your personal identity code to identify you, verify your identity from the Population Information System and check your credit rating. Protection of your personal information is something we take very seriously. The information is relayed using secure SSL/TLS connections with the latest encryption technology.

The credit decision and checks are handled by Lindorff; the credit decision and the personal identity code you provide are not saved in the shop's system or customer register.

How is my information protected and processed?

Your personal information is used for granting the credit. The information is only stored in Lindorff's customer information database for management of the customer relationship. The information is relayed using secure SSL/TLS connections. The Bill online service uses a secure HTTPS connection. For electronic transactions, we verify the user's identity using strong TUPAS identification, which in practice uses bank identifiers or mobile ID.

Lindorff Invest Oy makes the credit decision. After that the invoice or one-time credit is managed by Lindorff Payment Services AB, who also manage the customer register. For additional information on the processing of personal information, see www.lindorff.com/suomi/tietosuoja.

Lindorff abides by the Finnish Personal Data Act, and by all other legislation and regulatory recommendations concerning protection of the data of private individuals.

LINDORFF

Who are Lindorff?

Lindorff is a leading provider of credit management and payment services in Finland and Europe. Lindorff may send consumers regular invoices, payment reminders, collection letters and grant one-time credit when applied for together with a purchase. The Lindorff customer service agents at our Turku and Lahti offices will assist you in all matters to do with invoices and payment, and they serve hundreds of thousands in Finland every year.

When you apply for payment time (invoice) or one-time credit (part payment) the credit is provided by Lindorff Invest Oy, a wholly owned subsidiary of the Finnish Lindorff Oy. After an approved credit decision, your account's management is transferred to Lindorff Payment Services AB, who manage Lindorff's consumer credit and credit financing in the Nordic countries. Lindorff Oy's customer service will assist you in all matters to do with your invoices and credit.

For more about Lindorff, go to: https://www.lindorff.com/suomi/yrityksesta/tietoa_meista

What is Lindorff Payment Services AB?

Lindorff Payment Services AB is a wholly owned Swedish subsidiary of Lindorff Group AB. Lindorff Payment Services AB manages invoice and part payment service credit and financing in the Nordic countries. In Finland, practical matters are handled by Lindorff Oy, and you can contact the Lindorff customer service with any issues.

The invoice states that the receivable has been transferred to Lindorff Payment Services AB. What does this mean?

All invoices and part payment one-time credit granted by Lindorff in the Nordic countries are transferred to Lindorff Payment Services AB, a subsidiary of Lindorff Group AB, after an approved credit decision. This makes it possible for external financiers to participate in financing one-time credit granted in different countries.

The transfer does not affect your invoice or instalments. No action is required on your part. The customer service of Lindorff Oy and this online service are here to assist you in all matters related to invoices or instalments.

The invoice also lets you know that the receivables of Lindorff Payment Services AB, including your invoices and one-time credit, are used as collateral for the financing arranged by Nordea. We have a statutory obligation to inform you of this. The announcement does not, however, require any action on your part.

Why is the invoice/credit transferred to Lindorff Payment Services AB?

Invoices and credit granted by Lindorff in the Nordic countries are transferred to be under the same subsidiary, Lindorff Payment Services AB, after an approved credit decision. This makes it possible for external financiers to finance the service. In other words, this allows us to offer the invoice and part payment service in Finland and the other Nordic countries to those customers who wish to use it.

The transfer of the invoice or credit does not affect your invoice or part payment agreement, and Lindorff Oy's customer service will assist you in all matters. The transfer of the invoice or credit to the Swedish subsidiary of the Lindorff Group does also not affect Lindorff's position and obligations as a creditor or taxpayer in Finland.

What does the pledging to the privileged creditors represented by Nordea stated on the invoice mean?

Lindorff Payment Services AB has pledged its receivables as collateral for the financing granted by Nordea and the creditors represented by it. In practice, Nordea has the right to receive payment from the invoice or credit, if Lindorff would not be able to pay its debt to Nordea. For the pledging to be binding, you, the debtor, must be informed of the pledging of the receivable. The announcement does not require any action on your part.

REGULATORY CONTROL

Who regulates the service?

In Finland, consumer credit is supervised by the Consumer Ombudsman and the Finnish Competition and Consumer Authority. Personal advice, instructions and mediation help can be sought from the Consumer Advisor at the Consumer Agency.

What if I have a disagreement with Lindorff?

Any disputes related to our service should be settled with our customer service. Please notify us first if you have a complaint. You can reach us at +358 2 2700 550 Mon-Fri 9:00 a.m. to 5:00 p.m.

If we cannot reach mutual agreement, you can submit the matter to be decided by the Consumer Disputes Board (www.kuluttajariita.fi). Before doing so, you must contact the Consumer Advisory Services (www.kuluttajaneuvonta.fi) at a Local Register Office.