Frequently Asked Questions (FAQs)

Our FAQs are divided into topics. Select from the following topics to go to the related FAQs:

• Introduction

• Login Credentials

• Agreements

• Payments

• Payment Method

• Your Order

Introduction

• What are Recurring Payments?

• What is the Shopper Management System?

• What is a FuturePay Agreement ID?

Login Credentials

• Log In - How do I log in to the Shopper Management System?

• Forgotten password - what do I do?

• Unable to reset password because my email address has changed – what should I do?

• Change login details - how do I change my username or password?

Agreements

How do I:

• create a new agreement?

• view the details of an agreement I have set up?

• check the status of my agreement (whether my agreement is operational/ has been cancelled?)

• view the history of changes to my FuturePay agreement?

• renew my subscription with FuturePay?

• cancel my FuturePay agreement and stop payments being debited?

• reverse the cancellation if I cancel the wrong agreement?

• Remove agreement details - I've cancelled my FuturePay agreement but my details are still showing on the system- why?

Payments

How do I:

• check all the payments I have made for my FuturePay agreement?

• get a refund on a payment?

• make a payment if I'm behind with my FuturePay payments?

• delay payment if I have no money in my account?

• get a new payment confirmation email if I've not received/saved it?

• respond to a payment failure email I've received?

• change the date my FuturePay payments are made?

Payment method

How do I:

• change the credit/debit card or bank account that my payments are taken from?

• remove my old card details from the system after I've updated my payment details?

• enter new card details if my card is about to expire?

Your order

• What do I do if I have a question about the goods/ services I have ordered or their delivery status?

• How do I cancel my order and get a refund?

• I'm unable to contact the store - what should I do now?