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/

 

Prepaid Card FAQs

The Card is issued by PayrNet Limited pursuant to licence by Visa. PayrNet Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (registration number 900594) for the issuing of electronic money ("emoney"). PayrNet is a wholly owned subsidiary of Railsbank Technology Limited and provides regulated financial services to Railsbank customers.

Planet Prepaid Visa Card

Frequently Asked Questions

Find the answers to any queries you may have regarding your Planet Prepaid Visa Card.

 

About Your Planet Prepaid Card 

  • What is the Planet Prepaid Visa Card?

The Planet Card is a prepaid card that has been loaded with the value from your recent Tax Free shopping refund. Your Prepaid Card is issued by Wirecard Card Solutions Ltd (Wirecard).

 

  • What is a prepaid card?

Prepaid cards look just like a credit or debit card, with a card number, chip & PIN and signature strip.  You may have been issued a card that does not carry a CHIP on the front of the card. This card will not require a PIN number and can be used with a signature to buy goods and services. But unlike credit cards – which provide you with a source of credit, and debit cards – which are linked to your bank account, these cards allow you to spend the amount of money that has been paid to you for your recent Tax Free shopping refund You can use the Planet Prepaid Card at millions of locations worldwide – wherever you see the Visa® Acceptance Mark.

 

  • Is there a minimum age to receive a Planet Prepaid Card?

Yes, all cardholders must be at least 18 years old.

 

  • Who provides the Planet Prepaid Card

The Planet Prepaid Card is provided by Wirecard pursuant to a licence by Visa.

 

  • Who is Wirecard Solutions Limited?

Wirecard is an approved Visa member service provider in the UK.

 

  • Are there any identity checks undertaken when issuing my card?

Your details are processed and verified by Planet Tax Free at the time of processing your application for a Tax Free shopping refund. Using the data that you have submitted at the time of application.

 

  • When will I receive my Planet Prepaid Card?

Your card should arrive within 7-10 working days of your application for a Tax refund being processed.

 

 

Costs, Fees & Tariffs

  • How much does my Planet Prepaid Card cost?

There is no card issue fee or annual fee associated with the card. All other card related fees are outlined in the table below.

 

  • Is there a cancellation fee if I want to cancel my Planet Prepaid Card?

You will have 14 days from the date you receive your card to change your mind.  If you cancel your card within this period there will be no charges applied and we will discuss with you an alternative method to receive your Tax Refund.  For a full list of fees please refer to the Terms and Conditions.

 

  • Will I pay any fees if I do not use my Planet Prepaid card?

All associated fees are detailed in the table below and in full within the Terms and Conditions. Your card will be subject to a Management Fee of £2.00 a month once your card has expired where there is an outstanding balance on the card until the balance on the card is zero. This is automatically deducted from the card.

 

What fees are associated with the Planet Prepaid Card? 

Transaction fees

Purchases in currency of card

Free

Purchases in a currency different to that of the currency of the card

2.75% out of currency fee

 ATM withdrawals¹

Not Allowed

Information and Alerts

Online balance & transactions

Free

Load alerts via Email

N/A

Check balance at ATM

N/A

Other charges

Paper Statement               

N/A

Investigation Fee

Free

Standing Order

N/A

Management fee payable from expiry of card this fee is taken monthly

£2.00

Replacement Card

Free

Cancellation

Free

 

 

 

 

 

Your Balance

  • How can I check my balance?

You can check your balance by logging into your account at www.planetprepaid.com. You will need your Passport Number and Eccount Number (located on the reverse of your card) to do this.

 

The currency of your card

  • What currency is my card issued in

The currency of your card will be printed on the letter you receive your card on, you can also check the currency of your card by creating/logging into your account at www.planetprepaid.com.

 

Planet have sought to issue your card in the most appropriate currency for you from the available currencies it offers. Your card can be used wherever you see the Visa® Acceptance Mark regardless of the currency it is issued in.  Please note that some fees may apply if you use your card for purchases in a different currency to that of the card.  Please check the Fees table for a list of all associated fees.

 

Your PIN

  • How do I know if I need a PIN?

If you card contains a chip then you will need a PIN. If there is not a chip on your card you will not need a PIN

 

  • How do I get my PIN?

If your Planet Card is a Chip & PIN card you can view your PIN on line at www.planetprepaid.com.

 

Before you can start using your card you must first obtain your PIN. You can retrieve your PIN by logging into your account at www.planetprepaid.com. You will need your Passport Number and Eccount Number (located on the reverse of your card) to hand and be ready to commit your PIN to memory.  

 

How to Make Purchases

Your Planet Card is a prepaid payment card designed for use in shops and retail locations, where you are physically present or online and wherever the Visa Acceptance Mark displayed.

  • Can I use my Planet Prepaid Card to make purchases?

Yes, you can use your card wherever you see the Visa Acceptance Mark, as long as you have sufficient money on your card.

 

  • Can I use my Planet Prepaid Card to withdraw cash at ATM’s?

No, the card will not work in ATM’s and is designed primarily for point of sale transactions only.

 

  • What happens to a pending transaction?

A pending transaction will either turn into a finalised transaction or will be deleted within 14 days.

 

  • What is a pending transaction?

This is a temporary charge held against your available balance. It will be associated with one of the following:

- A transaction you have made with your Planet Prepaid Card, which has been authorised but has not yet reached your account

 

  • What should I do if I have a pending transaction?

You do not have to do anything because a pending transaction is part of the process by which a purchase is charged to your account. The only time you should be concerned is if you think the pending transaction is fraud. If so contact us immediately.

 

  • How are my transactions authorised?

The merchant requests authorisation via Visa®. Wirecard  is linked to a processor, which verifies that you have enough money available on your Planet Prepaid Card. If approved, the money is paid to Wirecard from the Planet Prepaid Card for settlement to the merchant. If there is not enough money available on your Planet Prepaid Card the transaction will be declined.

 

  • When are transactions declined?

Transactions are usually declined if the merchant cannot verify online that there is enough money on your card to cover the value of the transaction you are making, including any applicable charges.

 

  • Can the Planet Card be used for pre-authorised payments?

No, the card may not be used for pre-authorised payments such as ‘pay at pump’ petrol stations or hotel deposits.

 

  • What address should I give when I purchase goods online, by mail order or by phone?

Provide the address you used when you applied for your Tax Free shopping refund.

 

Managing your Planet Card

  • How do I reset my Card Account password?

To reset your password:

  1. Click the ‘Forgotten password’ link available from within the eccount login screen.
  2. Enter the required information.
  3. Complete the required security questions
  4. Choose and input a new password.

If you need to reset any of your required login credentials, please call customer services on 02035 030 290*

 

  • If I have entered incorrect password details and locked your Card Account what do I do?

To unlock your Card Account call customer services on 02035 030 290*and follow the instructions when prompted. This will put you through to an agent who will be able to unlock your card and reset your password with you.

 

  • What do I do if my address or contact details change?

When you are logged into your Card Account, select the ‘My Details’ tab and you can update your personal details there.

 

  • How do I download my statements?

When you are logged into your Card Account, go to the ‘Statement’ tab and select the statement period you wish to download. You can either print it or save it on your computer by clicking ‘Export’. The statement will be saved in a Microsoft Office Excel CSV file format.

Card Security

  • What is Phishing and how do I avoid it?

Phishing is a way of attempting to acquire sensitive information. We will never send an email to a cardholder requesting security or any other confidential information about their Planet Prepaid Card. If you receive an email claiming to be from Wirecard Solutions Limited or the Planet Prepaid Card website, do not enter your personal or account details. Planet Prepaid and Wirecard Solutions Limited are in no way involved with this email and the website does not belong to Planet Prepaid. Never reply to any such emails or disclose any personal information on such websites.

If you think you have received a fraudulent email, please forward the entire email including the header and footer to customerservices@plantpayment.com

 

  • How safe is my money?

As a responsible e-money issuer We take the security of Your money very seriously.  The funds used to facilitate the redemption of Your Available Funds are held in a secure client account, specifically for the purpose of redeeming transactions made via Your Card.  In the unlikely event of any insolvency, funds that have reached Our account will be protected against claims by creditors.  We will be happy to talk through any questions or concerns You might have. Please contact Customer Services for information.

 

  • How do I report that my card is lost or stolen?

As soon as you realise your card is lost or stolen call us without delay on 02035 030 291* and we will cancel your Planet Card. After you have cancelled it, we will issue you with a new Planet Card. You can also block your card online at www.planetprepaid.com. Please note that fees may apply for issuing a replacement card, please see the Fees Table for all associated fees.

 

Expiry and Account Closure

  • What should I do when my Planet Prepaid Card expires?

Your card has an expriy date of 6 months from the date that your Tax Free shopping refund is processed and your card has been despatched. You must use the funds on your card within that time period. Funds that have not been used will be subject to a Management fee. Please see the Fees Table for all associated fees.

 

Contact Us

  • How do I contact the [Partner] Customer Services?

Please call us on 02035 030 290* or you can email us at customerservices@planetpayment.com

 

*Our telephone lines are open 24 hours a day, 7 days a week.  Calls will be charged at your standard network rate.

 

The Card is issued by PayrNet Limited pursuant to licence by Visa. PayrNet Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 (registration number 900594) for the issuing of electronic money ("emoney"). PayrNet is a wholly owned subsidiary of Railsbank Technology Limited and provides regulated financial services to Railsbank customers.

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