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Why is my order still set to "Payment pending"?

If your order is placed under My account/orders indicates that your order has not been paid, this usually has to do with the fact that

  1. ... either you have cancelled the order via the link "Cancel and return to ByHELLRIEGEL Online Shop" or by closing the browser window.
  2. ... or a problem has arisen. For example, Kaspersky blocks payment via PayPal Plus (not the same as PayPal) in some cases or a problem with the server appears.

In both cases, your account will only be debited once the purchase has been successfully completed and your order therefore shows "In Processing" or "Completed".
If you have any further problems, please contact us at shop@hellriegel.com and we'll add it to the list.

Why am I redirected to PayPal for other payment options?

For "credit card", "direct debit", "on account".
In advance! You do not need a PayPal account for this.
We use PayPal Plus (not same as PayPal). To pay by credit card, you will be redirected to PayPal and can enter your details there. You can then click "Continue without PayPal account" and pay without an account.

Why do I end up on a white page after payment?

For "credit card", "by direct debit".
PayPal Plus is classified as insecure in the payment methods direct debit, credit card or on account by the Kaspersky virus protection programme.
Here is a guide on how to get around the problem.
" In Kaspersky-> button "secure payment" PayPal can be set to "do not start secure browser".
That could be enough under certain circumstances. If this does not work: Kaspersky "Gear" -> "Protection" -> "Web Anti Virus" -> "Advanced Settings" -> "Customise trusted web addresses" -> add https://paypal.com. Attention! https:// must be prefixed and not http://."
Source: https://www.sternehaus.de/probleme-mit-paypal-und-kaspersky-internet-security

Why is purchase on account not available?

In some browsers this payment option is not displayed. Please try another browser:

If it still does not work, please contact us.

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