First contact the seller. Ask when the product or service will be delivered or when you will get your money back.
If you cannot resolve the issue and think you have been scammed, report it to the police.
Because you confirmed the payment yourself, ING cannot reverse the amount for you.
If you paid online with a credit card or the card details of your ING Debit Card, you may be able to use the Refund Service. This does not apply to iDEAL/Wero payments or a normal bank transfer.
"}}],"title":{"value":"I bought something online but did not receive it
"}},{"paragraphs":[{"componentType":"paragraph","richBody":{"value":"Because the payment was made with your authorisation, we can not refund the amount to your account. Whether or not you'll get the money back depends on the recipient. Here's what you can do:
We can advise you on the next steps and, in some cases, offer mediation. Mediation means that we will send a request to the recipient, asking them to return the money within a specified period. If the recipient does not return the money within that period, we may then share the recipient's personal details with you. You can then choose to take legal action yourself.
Please note: help investigating an 'undue payment' is only available if the transaction happened within the last 13 months.
"}}],"title":{"value":"I transferred money to someone I do not know
"}},{"paragraphs":[{"componentType":"paragraph","richBody":{"value":"If you know the person you've accidentally sent the money to, you can send them a payment request . You can also contact the person or institution in question. They're legally required to send the money back to you.
"}}],"title":{"value":"I transferred money to someone I know
"}},{"paragraphs":[{"componentType":"paragraph","richBody":{"value":"
Do not worry. If the account number does not exist, the amount is normally returned automatically within a few days.
If the amount has not been returned after 5 working days, contact us.
"}}],"title":{"value":"I transferred money to a non-existent or closed account number
"}},{"paragraphs":[{"componentType":"paragraph","richBody":{"value":"Contact the online shop or organisation. It must ask its own bank to investigate what happened.
Provide the iDEAL transaction number. You can find the 16-digit number in the payment description.
"}}],"title":{"value":"My iDEAL/Wero payment was debited but did not arrive
"}}],"componentType":"actionAccordion"},{"componentType":"sectionTitle","title":"Most Frequently Asked Questions"},{"accordionList":[{"richBody":{"value":"With the IBAN Name Check, we make online payments easier and more secure, helping to prevent fraud and mistakes. The IBAN Name Check verifies whether the name you enter matches the name associated with the IBAN at the bank. You'll receive a notification if the details don't match.
The IBAN Name Check works for Dutch bank account numbers and is automatically performed for payments made in My ING and the ING App, except for batch payments. You do not need to sign up for the IBAN Name Check, and no separate app or program is required.
"},"title":"How do I know I'm using the correct details for my transfer?"},{"richBody":{"value":"For transfers that you have authorised yourself, you will not see a "Refund" button. We are also unable to reverse these transfers on your behalf. Only direct debits can be blocked or reversed.
"},"title":"Which payments can I reverse myself?"},{"richBody":{"value":"If you confirmed the transfer yourself, ING cannot reverse it. You can only reverse or block a direct debit yourself.
Ask the recipient to refund the money. Good to know: you can reverse a direct debit up to 56 days after it was debited.
"},"title":"Can I cancel or reverse a transfer?"},{"richBody":{"value":"Contact the company, cancel the subscription and ask whether the amount can be refunded.
If the company does not refund the money, check in your account overview how you paid. You may be able to use the Refund Service for your ING Debit Card or the Refund Service for your ING Credit Card.
"},"title":"I accidentally paid for a subscription"},{"richBody":{"value":"A payment request uses an intermediate account number. The account number in the transaction may therefore differ from the recipient's account number.
Check the payment request itself, not only the account number in your account overview.
Good to know: the money reaches the recipient for whom the payment request was created, even if another account number appears in the transaction.
"},"title":"I paid a payment request, but I don’t recognize the recipient’s account number"}],"componentType":"accordion"},{"componentType":"linkList","iconTitle":{"title":"More about"},"textLinks":[{"text":"Direct debits","url":"/en/personal/payments/direct-debit/automatic-debit"},{"text":"Download the ING app","url":"/en/personal/digital-banking/app"},{"text":"Apply for My ING (internet banking)","url":"/en/personal/digital-banking/apply"},{"text":"Failed transaction?","url":"/particulier/betalen/geld-overmaken/overschrijven-niet-gelukt"}]},{"componentType":"linkList","iconTitle":{"title":"Payments"},"textLinks":[{"text":"Bank accounts","url":"/en/personal/payments/bank-accounts"},{"text":"Mobile payments","url":"/en/personal/payments/pay-with-your-phone"},{"text":"Transfer money","url":"/en/personal/payments/money-transfers"},{"text":"Credit cards","url":"/en/personal/payments/creditcards"},{"text":"Debit cards","url":"/en/personal/payments/debit-cards"},{"text":"Cash","url":"/en/personal/payments/cash"},{"text":"Payments abroad","url":"/en/personal/payments/payments-abroad"},{"text":"Switch from your current bank to ING","url":"/en/personal/payments/switch-to-ing"},{"text":"Payment product rates overview","url":"/en/personal/payments/rates"},{"text":"Compare plans","url":"/en/personal/plans/4-compare-plans"}]}]},"hasMacro":false,"id":"e6cf146d-c63c-41c1-a7b2-ae3d037486e4","localeString":"en-GB","mainHeaderZone":{"backLink":{"textLink":{"text":"Transfer money","url":"/en/personal/payments/money-transfers"}},"componentType":"productHeader","coreHeader":{"body":"It could happen to anyone. You accidentally enter the wrong account number, select the wrong account, make a double payment or forget to cancel a recurring payment. Six situations, each with its own solution.","headerImage":{"extension":"jpg","original":"https://assets.ing.com/m/6ced896c0169db6e/original/SDD-fraud-1920.jpg","publishedAt":"2022-10-05T09:53:19Z","transformBaseUrl":"https://assets.ing.com/transform/40828065-e090-46b9-9b55-9ce3cc1ef54f/SDD-fraud-1920","type":"image","updatedAt":"2022-10-05T09:55:08Z","width":1920},"subtitle":"How to get your money back","title":"Made a payment in error"},"cta":{"componentType":"cta","textLink":{"text":"Make a refund or payment request","url":"https://mijn.ing.nl/banking/orders/payment-requests"}}},"publishDate":"2026-11-02T15:52:10.006+01:00"}}