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.

 

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For more information, please click here to provide the details from your Tax Free form(s), or email us here


customerservices@planetpayment.com

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Track my refund

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:

 

  • Credit card
  • Alipay
  • Cheque
  • Bank transfer
  • Ctrip Pass

 

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:

 

  • Cash
  • Alipay instant refund
  • WeChat instant refund

 

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:

 

  • Credit card
  • Alipay
  • Cheque/Prepaid card
  • Bank transfer
  • Ctrip Pass

 

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/

 

Planet Merchant Services complaints process

How do I make a complaint?

Planet Merchant Services Ltd aims to achieve the highest possible standards in the service we provide. If you are not satisfied with any aspect of our products or service you have the right to complain.

 

If you want to make a complaint, you should contact us as soon as possible so we can help put things right. Complaints can be made orally or in writing by any reasonable means.

 

The easiest way is to contact our Customer Services team by telephone. In most of the cases, the problem can be solved within that call.

Who do I contact?

By telephone

In the UK: 020 3530 4225 (call costs vary)*; outside the UK: +44 20 3530 4225 (please check your telecom provider for applicable international rates). Lines are open from Monday to Friday, 7.00am - 5.30pm UK time (8.00am - 6.30pm CET)

In writing

Complaint letters should be sent to: Planet Merchant Services Ltd Complaints, Somerset House, London Road, Redhill, RH1 1LU, UK

What do we do next?

 

What happens when we receive your complaint?

The time it takes for us to deal with your complaint will depend on how complex your complaint is and how much investigation we need to do.

 

Resolution of the complaint within 3 business days of its receipt

If possible we will resolve the issue by the end of three business days following receipt of your complaint, confirming its resolution in writing to you. This communication will inform of you of your right to refer the matter to the Financial Ombudsman Service if eligible should you still not be happy at the way we have resolved the matter.

 

What happens if we are unable to resolve your complaint by the end of three business days?

Within 3 business days of receiving your complaint we will write and confirm receipt, provide you with details on our Complaints Handling procedures and confirm the contact details of the Complaints Department investigating your complaint. During the investigation we will let you know if there is likely to be any delay in resolving your complaint or if we require any more information from you.

 

When we complete our investigation we will provide you with our final written response. This will present full details of our investigation and confirmation of whether your complaint has been upheld or not together with any redress or resolution. We will also provide you with information relating to the Financial Ombudsman Service and their explanatory leaflet if you are eligible to use their service.

 

What happens if we have not resolved your complaint within 15 business days?

If our investigations are ongoing and we are not able to send you our final response within 15 business days of receiving the complaint we will write and inform you of this and advise you when we anticipate we will be able to respond. We will also remind you at this stage you may refer your complaint to The Financial Ombudsman Service if eligible.

 

 

If you are still not happy

If you are not satisfied with our final response you may, if eligible, be entitled to refer the matter to the Financial Ombudsman Service (FOS). The FOS is free and offers you independent advice and support. The FOS is available to settle certain complaints you make if they cannot be settled through our internal complaints procedures. You can contact the FOS as follows:

 

The Financial Ombudsman Service,

Exchange Tower

London E14 9SR

 

By phone from Monday to Friday,  8am to 8pm GMT & Saturday, 9am to 1pm:

  • 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)
  • 0800 023 4 567 (calls to this number are now free on mobile phones and landlines)
  • From outside the UK: +44 20 7964 1000

 

Email: complaint.info@financial-ombudsman.org.uk.

 

Website: www.financial-ombudsman.org.uk

 

The FOS will only consider your complaint once you have tried to resolve it with us, so please first raise your concerns with us and we’ll do all we can help.

 

Please note that we do not use any other dispute resolution service provider as an alternative to the FOS.

Planet Merchant Services Limited is authorised by the Financial Conduct Authority under the Payment Service Regulations 2017  for the provision of payment services [Register Number 815854].

Registered in England & Wales under company number 08791017. Registered Office: Somerset House, 47-49 London Road, Redhill, Surrey RH1 1LU

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