The first thing to check is whether you have correctly indicated the payment reference in the communication or payment reason. This reference is mentioned in the payment instructions, after the IBAN number and BIC code, and consists of the letters RF and a series of numbers.
If you have omitted it, the payment platform cannot make the link between your payment and the order, so it automatically refunds the order. So if you made the transfer, but the reference was not indicated, you should receive your refund within 2 working days. In this case, simply make the transfer again, indicating the correct reference number. This does not cancel the order.
If you have any questions, please contact us directly via the form.
Happy boating!