Clear help for TapEP and merchant payment enquiries.

Questions about a purchase, cancellation or refund

The participating merchant is the seller and merchant of record for its goods or services. Questions about an order, fulfilment, cancellation or refund should normally be directed to that merchant using the contact details presented in the payment journey, receipt or other sale information.

Read our Refunds, Cancellations & Disputes Policy for more information about the intended pilot responsibilities.

TapEP technical and identification support

If you cannot identify the merchant associated with a TapEP payment reference, have difficulty using TapEP software, or have a privacy or accessibility question, email support@tapep.co.uk. TapEP may help identify the relevant merchant or technical payment status, but the merchant remains responsible for the underlying sale and refund decision.

Information that can help us respond

Where relevant, include your name and reply email, the merchant name, the payment-request or TapEP reference, the payment date and amount, and a short description of the issue. Only provide information reasonably needed to investigate the enquiry.

Never send full card numbers, card security codes, bank passwords, one-time security codes or payment credentials by email or through a website enquiry form. If you believe a card or bank account may be at immediate risk, contact your bank or card issuer using its official contact details.

Policies and company information

See our Privacy Notice, Website Terms, Refunds, Cancellations & Disputes Policy and Pilot Pricing. These documents describe the current website and intended pilot boundaries; separate production merchant and customer service terms are still required before commercial payment functionality can be enabled.