After paying

I need a receipt for my payment.

dLocal does not issue receipts, invoices or vouchers of any kind since we are not the ones selling the product. To obtain this information please contact the website where you made the purchase directly. You can also get one with the financial institution where you made the payment.

I need a new invoice.

dLocal does not issue invoices or vouchers of any kind since we are not the ones selling the products, we are only the company who processes these payments. For the same reason, we also cannot change them. To obtain a new invoice or modify it, please go directly to the website where you are making the purchase or make a new purchase.

After paying, is it necessary to send the proof of payment to you or the website to receive my product or service?

No, the payment is processed automatically within the time limit of each payment method, either by cash, bank transfer or debit/credit card. When we receive the confirmation of any payment, we immediately notify the website of the purchase. In case the payment processing deadline has passed (see below), please contact us via this form so we can verify your issue.

How long does it take for payments to be processed?

This depends on the chosen payment method:
  • Cash payments: 1 to 2 business days.
  • Bank transfers: 24 hours.
  • Credit card: Immediately.
In case the deadline for confirming your payment has passed, please send us the proof of your payment so we can verify it via this form.
Note: For more precise information on the means of payments, please check on the website where you made the purchase as they may have some modifications depending on the company or country.

I paid twice by mistake. I need a refund for one of the payments.

To sort this issue, please send us the proof of payment for both transactions in this form. However, before you do this please check your email to see if you have not already received a message from our support team about this payment. Our financial team usually recognizes when a payment is duplicated and we may have already contacted you to let you know and provide information on how to receive the refund.

I paid more than 10 minutes ago, and my payment has not been confirmed yet.

On some occasions there may be momentary network problems in the payment processor. In these cases, the payment may take a while to be confirmed, usually a maximum of 2 hours. If your payment has not been confirmed after this time, please send us proof of payment by filling in this form so we can confirm this for you.

I paid and i haven't received the product yet.

dLocal is only an intermediary that processes payments from customers to merchants. We don't have access to their products or their shipping status, so it is best for you to communicate with the merchant support team directly to request information about your purchase.
Tip: Check your e-mail and your spam box as well, because merchants usually send shipping updates regarding purchases you have made.

I paid and I haven't received the signal code yet.

You should be able to receive the signal code and any other details of the services and products you purchased directly from the support team of the website on which you made the purchase. Usually these details are sent to you via email, so we recommend that you check both your inbox and your spam box as well just in case. If you cannot find these details you should go to the same website where you generated the payment invoice and talk to their support team so they can assist you.

How do I get my product tracking code?

dLocal is only an intermediary that processes payments from customers to merchants. We don't have access to their products or their shipping status, so it is best for you to communicate with the merchant support team directly to request the tracking code.
Tip: Check your e-mail and your spam box as well, because merchants usually send shipping updates regarding purchases you have made.

Any other questions?

If you couldn't find an answer to your question, we're here to help! You may get in touch with us by clicking on the button below:
Last modified 1yr ago