For faster tracking of your Tax Free shopping refund enter your Tax Free form details below. Do not include any spaces or hyphens - just the numbers and letters only.
If you have a query about your tax refund progress, please click here.
For Tax Free shopping in the United Arab Emirates, please visit the dedicated UAE website by clicking here.
For Tax Free shopping in the Finland, please visit our Finland webpage.
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For more information, please click here to provide the details from your Tax Free form(s), or email us here
Each of our Tax Free forms has a unique number - you can usually find it at the top of your form.
If you need further help, please use the links below:
We have not received a qualifying Tax Free form for your VAT refund, and as a result we will / have debited your account according to the Terms and Conditions that you signed when receiving the refund in cash.
For additional information please refer to this page.
If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page.
Your Tax Free form has been received successfully and we're processing your refund. If you selected one of the following refund methods, please allow 30 days to receive your refund:
If you do not receive the amount after 30 days, or have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page.
We are waiting to receive your stamped Tax Free form.
Please ensure you have sent us the original stamped Tax Free form to one of our offices. See a full list of our available country offices.
If you have sent your Tax Free form recently, please allow up to 30 days for the process to be completed.
If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page.
We have issues processing your Tax Free form, please contact our Customer Support team by providing the details from your Tax Free form(s) on this Tax Free enquiry page.
We have received your qualifying Tax Free form and recredited your account. Please note that recredits may be subject to additional fees.
If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page https://www.planetpayment.com/en/tax-refund-customer-services/
We have received your Tax free form and paid your refund by one of the following refund methods:
The refunding process is now complete.
If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page https://www.planetpayment.com/en/tax-refund-customer-services/
We have paid your refund by one of the following refund methods:
Please allow up to 10 working days for the refund to appear on your account. If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page https://www.planetpayment.com/en/tax-refund-customer-services/
We have received your Tax Free form and the refunding process is now complete.
Your refund amount was deducted from the original purchase amount at the time of purchase in the store.
If you have any other queries, please contact our customer services team by providing the details from your Tax Free form(s) on this Tax Free enquiry page https://www.planetpayment.com/en/tax-refund-customer-services/
July 2021
Strong Customer Authentication (SCA) is all about boosting security by asking for more customer identification. Unfortunately, the regulations have hit the Travel and Hospitality industry the most. Anyone who makes or receives online payments, online travel agencies (OTAs), booking engines and those using Property Management Systems (PMS) have all felt the pain. There has been a long to-do list – understanding what’s changing and when, upgrading IT systems, changing transaction flows, educating your team, etc.
At the end of the day, guests want to enjoy quick, secure and easy online bookings and payments; some like to pay in advance; or leave a 20% deposit. SCA rules shouldn't get in the way of you offering your guests flexible options when they come to stay.
Firstly, getting the latest security checks in place across your online channels is a must. It’s called 3D secure. It’s the pop-up you see online from your issuing bank when you make a payment. And it’s been there for years, but now it’s been turbo charged with speedier features to make it even easier to check out online. Your guests are used to the payment process, so they’ll feel happier seeing that online security is in place.
Chatting to your eCommerce providers and booking engines will let you know what they’re doing about SCA compliance. They should have your guest interests at heart, as well as yours. Getting Terms and Conditions up to date now ensures everyone is up to speed.
So, what else can ease those SCA headaches? Some relief can be found in the payment token!
When your guest makes a booking and supplies payment details upfront or at check-in, their data can be securely stored for future use with a token in your PMS.
As long as you’ve got top notch Ts & Cs available, and an authenticated payment, you’re free to charge their card on check-out. And if they spend throughout your hotel in the bar or the restaurant, you’ve got their details on file. So why not make it easy for them? With tokenisation your guests will hardly notice anything’s changed.
What about No Shows? We know it happens. And deposits payments?
With changes to lockdown measures and travel restrictions still on-going, it could be all the more important to have these eventualities sorted out, and up to scratch when it comes to SCA rules.
A simple payment request can be sent out via email or SMS message direct to your guest to guarantee their confirmation. They can easily and securely pay on this web link through their own device. Which is just the kind of smooth and convenient payment moment they’ll be expecting.
Like many industry overhauls, change takes time. And if you’re based in the United Kingdom or Switzerland you have the advantage of more time and learning from other markets, as the deadline has shifted to 2022.
Let us take care of the SCA challenges so you can continue to offer your guests an effortless and secure payment experience. Our technology does the hard work, making authentication easy and keeping payments ticking over.
