Customer FAQ

Guides on how to use DalPay Retail

Customer FAQs

6.1 I haven't received my product yet. What should I do?

You can view the status of your order via our online order lookup tool. Try contacting the supplier to receive a status update on the status of your order using the link presented on that page. If the product has been delayed, or if the supplier is not responding, please contact us and we can open an inquiry for the order. An inquiry puts a temporary hold on funds to the supplier until your issue has been resolved. We require our suppliers to resolve inquiries within two business days. We can issue a refund if your issue is not resolved in a timely manner.

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6.2 Can I view the status of my order online?

Yes, you can track up your order here. From there you can view the status, obtain tracking information, contact the supplier, or cancel a pre-authorised recurring billing.

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6.3 What is Manual Authorization?

Manual Authorization is a risk management process DalPay Retail uses to protect both cardholders and Suppliers. If you've submitted authorization forms to DalPay Retail for previous orders, please notate this in the order notes field if you place another order.

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6.4 Why do I see two charges for different amounts on my card statement?

Depending on your payment method, the transaction may not occur in your local country. Some customers may be charged a fee by their card issuing bank when conducting a cross border transaction despite the charge being made in their local currency (such as USD). Not all banks charge these fees, and sometimes it may seem that this charge is coming from DalPay Retail due to the way it looks on your card statement. However, DalPay Retail and its banking partners do NOT charge this service fee, your card issuing bank does. We suggest contacting your bank to inquire why they charged you this fee, and you may receive a reimbursement of the fee from them. You can view more information about this practice by card issuers of charging an international service assessment fee at

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6.5 Is DalPay Retail safe to shop with?

Yes! DalPay Retail utilizes PCI DSS Level 1 online security in handling customer's payment information, which is the highest compliance level available to companies. We take pride in protecting your data, and our suppliers never see your full payment card information when you checkout with us.

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