Why has Onbold charged me?
Onbold works with approved Sellers to handle the retail side of purchases made through their businesses.
If Onbold appears on your card statement, receipt or invoice, it means the Seller you bought from used Onbold to complete the sale as its Merchant of Record.
Access your Order
You may know the purchase by the Seller's brand. The Seller remains responsible for providing the goods or services you bought, while Onbold handles the customer-facing side of the transaction, including payment, Order records, receipts, refunds and related purchase support.
We can help you identify the purchase and find the right next step.
Need help with a purchase?
Find my Order
View the Seller or brand, Product, amount, receipt or invoice, and available Order information.
Cancel or request a refund
See the options available for your purchase.
I don't recognise this payment
Check the transaction and get help if you believe the payment is not yours.
Something else
Use Buyer support for another purchase-related issue.
If you need to, you can also make a complaint.
Need Product or technical help?
Some Product-use, technical, licence or fulfilment questions are best handled by the Seller or brand responsible for providing what you bought.
Your Order page will help route you to the right support.
Frequently asked questions
Why does Onbold appear on my card statement, receipt or invoice?
Onbold helps online businesses complete sales to their customers in a transparent and compliant way. When a Seller uses Onbold, we handle the retail side of the purchase — including payment, Order records, receipts, refunds and related purchase support. That means Onbold becomes the seller, or Merchant of Record, for the transaction, while the brand you bought from remains responsible for providing the goods or services and for Product-related support. You may know the purchase by the Seller’s brand rather than by the name Onbold.
Who actually provides the Product or service?
The Seller remains responsible for providing the goods or services you bought, including Product-related after-sales support. Onbold handles the Buyer-facing retail transaction, including payment, Order records, receipts, refunds and related purchase support. If you have questions about the transaction itself, Onbold can help you understand the purchase and find the right next step.
How do I find my Order?
Use the Buyer Order lookup to locate your purchase. Once your Order is found, you can view the available Order details and access the options relevant to that purchase.
Can I get a receipt or invoice?
Yes. Receipts and invoices are available through the Buyer Order experience where applicable.
How do I request a refund or cancel a purchase?
Use your Order page to see the refund or cancellation options available for that purchase. The options can depend on the Product, delivery status and applicable purchase terms.
How do I cancel a subscription?
Where the purchase is a subscription, available cancellation options are shown through your Order page.
Can I track delivery of a physical Order?
Where tracking information is available, delivery status can be shown as part of the Order.
What if I do not recognise an Onbold payment?
We can help you identify the transaction. Use the transaction lookup or Buyer support route and provide the information requested so we can investigate the payment.
Who should I contact if there is a problem with the Product itself?
For Product-use, technical, licence, fulfilment or service-delivery issues, the Seller or brand responsible for providing the Product or service may be the right contact. Your Order page can help route you to the appropriate support.
What is a Merchant of Record?
A Merchant of Record is the business that makes the retail sale to the Buyer and takes responsibility for the Buyer-facing transaction. For purchases made through Onbold, Onbold performs that role while the Seller provides the underlying Product or service.
Where can I get help?
For purchase-related questions, Order lookup, refunds, subscription cancellation, receipts, delivery information or an unrecognised payment, use Buyer support.
Write to Buyer support at buyers@onbold.com
Still need help?
If you need any help, write to us at buyers@onbold.com