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Help & Support

 

If you have questions about items you can check and precautionary measures you can take to ensure your safety when transacting online, please read our Fraude Awareness guidelines. If you suspect fraud, or if you want to check the validity of your escrow transaction, please contact us immediately.

 

We have put together a list of frequently asked questions. They are arranged by subject matter. Alternatively, please feel free to contact us.

 

Frequently asked questions

 

I am unable to log in. What should I do now?

I would like to use Certo. How do I start?

What do I need in order to start a transaction? 

Can I also pay by bank transfer?

I cannot see an account number for making my payment. What should I do now?

How can I see whether my payment has been received and processed?

I have paid but have not yet received a confirmation. What should I do now?

I paid the deposit by bank transfer. Can I use the same details for the balance?

 

 

Frequently asked questions by subject

 

Log in

Starting transaction

Payment

Security

Disputes

 

I am unable to log in. What should I do now?top

Check your username and password. In many cases, your username will be your e-mail address. Request a new password if you have forgotten your current password. Note: passwords are case sensitive.

 

I have forgotten my password. What should I do now?top

Request a new password. A new password will then immediately be sent to your e-mail address.

 

Can I change my password?top

After logging in, you can change your password by going to your personal profile page.

  

I can't remember my username. What should I do now?top

In many cases, your username will be your e-mail address. If this is not the case, contact us at info@certo-escrow.com.

 

Can I change my username?top

You are not able to change your username yourself.

 

I would like to use Certo. How do I start?top

First you need to go to our product page to determine which Certo product you would like to use. If you need any help or would like to receive information about the benefits of using our platform, then contact us at info@certo-escrow.com. Your personal advisor will contact you within 24 hours to discuss all options.

 

What do I need in order to start a transaction? 

top

You need the following information in order to start a transaction:

  • some basic details relating to the other party involved (name, full address including postcode and country, and e-mail address).
  • the transaction details (product description, amount, date of delivery and inspection period).
  • the payment details.

When starting the transaction supplementary information will be available.

 

How long does it take to start a transaction?top

Starting a transaction takes just a few minutes of your time.

What fees does Certo charge for its payment service? top

Certo's fee depends on the usage of its payment service. A list of Certo's products can be found here. The buyer and the vendor come to an agreement regarding how this fee is paid:

  • The buyer pays the fee. The amount is added to the total amount for the transaction.
  • The vendor pays the fee. The amount is then deducted from the amount that is released to the vendor.
  • The buyer and the vendor each pay half of the fee. The portion to be paid by the buyer is added to the total amount for the transaction and the portion to be paid by the vendor is deducted from the amount released to the vendor.

I made a mistake when starting a transaction. What should I do now?top

Send us an e-mail via info@certo-escrow.com clearly stating which data is incorrect  We will then make corrections to the transaction or cancel it so that you can start a new transaction.

 

I want to make some changes to a transaction. How do I do that? top

Send us an e-mail via info@certo-escrow.com clearly stating which adjustments must be made. Depending on the status of the transaction, we will make the required changes or cancel the transaction so that you can start a new one.

 

I do not have internet access. Can I still make use of your payment service? top

You need an internet connection in order to make use of our payment service. Once you have accepted the transaction through the online platform and have received the payment transfer details, you can also effect payment using a paper bank transfer form.

 

Which payment methods does Certo offer?top

Customers with a Dutch bank account can pay using iDEAL or a standard bank transfer. Customers with a bank account outside of the Netherlands can pay through a standard bank transfer.

 

Are there costs associated with these payment methods?top

Payment through iDEAL is free of charge. Transfers made from countries within the Single European Payments Area are also free of charge. An additional fee of € 15 is charged for transfers made from countries outside of the Single European Payments Area.

 

Can I also pay by bank transfer?top

You can always opt to pay by bank transfer. Customers with a Dutch bank account can pay using iDEAL or a standard bank transfer. Customers with a bank account outside of the Netherlands can pay through a standard bank transfer.

 

I cannot see an account number for making my payment. What should I do now?top

Once you have accepted the transaction, you will be taken to the payment page. Here you can select your preferred payment method in order to pay the outstanding amount. If you choose to pay by bank transfer, you will receive all of the details you need for making the payment (the amount, account number, account holder's name and the payment reference).

 

Can I pay by credit card?top

It is currently not possible to pay by credit card.

 

How can I see whether my payment has been received and processed?top

You will receive a confirmation immediately after Certo has received and processed your payment. You can also check the receipt and processing of your payments yourself by going to your transaction overview page. When looking at the overview, you can view the details of a transaction by clicking on the line for that transaction. Payments that have been received by us are shown by the amount being displayed in green. Payments that have not yet been received are shown in red.

 

I have paid but have not yet received a confirmation. What should I do now?top

If you have paid by bank transfer then it may take a few working days for us to receive your payment. If, even after a few days, you have still not received a confirmation, or if you are worried that your payment has not been properly processed, contact us at info@certo-escrow.com.

 

I have paid a deposit. When can I pay the balance?top

Once you have received the confirmation of receipt and processing of your deposit from us, you can pay the balance at any time before the due date for the amount. You need to log in to our system if you want to pay with iDEAL. If you would like to pay by bank transfer you can reuse the payment details from the deposit.

 

I paid the deposit by bank transfer. Can I use the same details for the balance?top

You can use the payment details you used for paying the deposit when transferring the balance. This details are valid for the entire duration of your transaction and our system will automatically match your payment to your transaction.

 

What does Certo do in order to guarantee optimum security?top

Certo has a number of safeguards in place to ensure that its customers' funds are held safely:

  • Customers make payments through their own trusted banking environment.
  • The funds are held by Stichting Derdengelden (Customer Fund Foundation) and cannot be used for any other purpose.
  • Certo is a payment service provider with exempt status from DNB, the Dutch central bank.
  • Certo is a licensed Collecting Payment Service Provider (CPSP).

We also ask you to exercise caution where your account details are concerned. Certo will never ask you for your account details.

 

What happens to the funds deposited with Stichting Derdengelden?top

Your money is only held by the foundation in reserve and is not used for investment or any other purpose. Stichting Derdengelden merely acts as an intermediary for payments.

 

How can I see whether the connection I have with Certo's login system is secure?top

Certo's website has an SSL certificate. Certification can be recognised by 'https://' in the URL address of your browser and the green colour of the address bar. Certification ensures that your internet connection with Certo's system is secure. Contact us immediately if you have any doubts about security during transactions.

 

I have a complaint about a product or service supplied. What should I do now?top

In such cases, stop the transaction within the inspection period by clicking on the 'change' button to be found to the right of the transaction on your overview page. Clearly state your complaint. You will then immediately receive information about the next steps to take.

 

What happens in the event of a dispute?top

The funds held are not released in such cases. If no solution is found then the case can be brought before a competent court or other competent authority. The amount will then be released in accordance with the outcome of the case. Certo remains impartial under all circumstances.

 

Can I still submit a complaint once a transaction has been completed?top

If you have a complaint about a product or service supplied, you can stop the transaction within the inspection period by clicking on the blue 'change' button to be found to the right of the transaction on your overview page. Once the inspection period has expired, the amount is released and the transaction is completed. It is then no longer possible to submit a complaint about the product or service supplied.