Questions about a charge
For buyers who paid a merchant through KukoPay or see a charge they do not recognise: refunds and delivery, finding your receipt, and reporting a merchant.
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KukoPay is a payment platform for online merchants. If you paid through a checkout page at checkout.kukopay.com, you bought from the merchant named on that page — not from KukoPay.
I don't recognise a charge
- Search your email for a receipt from the date of the charge. Receipts name the merchant and include a receipt number.
- Check with others who use your card, such as family members.
- If you still cannot identify it, email us (below) with the date, amount, currency and the last four digits of the card. We will tell you which merchant it was or pass your request on. Never send your full card number, CVC or password.
If you believe the payment was fraudulent, also contact your card issuer or bank.
Refunds, cancellations and delivery
The merchant decides refunds and is responsible for delivering what you bought. Contact the merchant first, using the details on your receipt or their website. If the merchant does not respond within a reasonable time, contact us and we will follow up with them.
Your receipt
The receipt link in your email works for as long as you need it, and can be printed or saved as a PDF. A receipt is proof of payment; it is not a tax invoice, which only the merchant can issue.
Report a merchant
To report a merchant you believe is breaking the law or our Acceptable Use Policy, send us the receipt number and what happened.