What QrX Does and Does Not Do
A Payment on Delivery order involves several parties: the merchant, the payment provider (PSP), the carrier and QrX. This article explains who does what, so consumers and merchants know where to go for help.
The Short Version
The PSP handles the money. Stripe, Mollie or MultiSafePay processes the payment and settles it to the merchant's PSP account.
The carrier handles the parcel. The delivery partner transports the parcel and manages the physical handover.
The merchant handles the goods. The merchant sells the products and decides about cancellations, returns, refunds and warranty.
QrX connects the events. QrX coordinates the payment request, the payment confirmation and the delivery state. QrX never holds customer funds.
QrX Can Help With
Whether a QrX payment was created, pending, paid, failed, expired, cancelled or refunded.
Payment links, QR codes, PIN delivery and verification messages.
Duplicate charges, failed payments, wrong payment amounts and payment confirmation.
Refund status after a merchant has approved or started a refund through QrX.
Tracking references and order references when the merchant or carrier provided them to QrX.
Technical issues with the QrX payment page, PortalX, the QrX app, the API or webhooks.
The Merchant Handles the Goods
The merchant is the seller. The merchant remains responsible for product quality, availability, order contents, cancellation approval, returns, warranty, repairs, replacement and customer-service decisions about the goods.
If your product is wrong, damaged, defective, missing, late or not what you expected, contact the merchant first. QrX can help find payment and order references, but QrX cannot decide a goods dispute for the merchant.
The Carrier Handles Delivery
The carrier or delivery partner handles the physical delivery. QrX may show tracking information when it is available, but QrX does not drive the route, control delivery timing, inspect parcels or decide delivery exceptions. In the Payment on Delivery flow the parcel is handed over after the payment is confirmed. If the customer does not pay, the delivery partner's agreed process decides the next step, such as another attempt or a return to the merchant.
The Payment Provider Handles Settlement
Payouts to the merchant, settlement timing, chargebacks and payment-method rules follow the PSP's terms and the merchant's agreement with that PSP. A "paid" status in QrX confirms the payment, it is not a payout.
When to Contact Our Support Team
QrX support answers payment, PIN, tracking-reference and order-status questions directly when QrX data is available. You are connected to a person when identity is unclear, payment data conflicts, legal action is requested, responsibility for the goods is disputed, or the issue needs a merchant decision.