This is only possible for iDEAL and credit card payments via the EMS Internet checkout. Keep your mobile phone at hand. You will need to enter a verification code that you receive via SMS to complete the refund. This SMS will be sent to the mobile phone number known to us.          

How does it work?

  1. Go to the transaction overview in My EMS  
  2. Choose the payment you want to refund 
  3. Click on refund
  4. You can repay all or part of the amount. Fill in the amount you want to pay back and click next. 
  5. Enter the verification code that was sent to your mobile phone by SMS
  6. Click on confirm

The refund will be processed the next day.


  • An iDeal payment can only be refunded once and within a maximum of 90 days.
  • Credit card transactions through the Internet checkout can be refunded once within 365 days.