Hokodo is Europe’s leading provider of Buy Now, Pay Later solutions for B2B e-commerce and a digital payments company backed by Lloyd’s of London.
By partnering with Hokodo, merchants are able to offer payment terms to the majority of their customers, while protecting all parties from risk. Our operations team is based in London and Paris, and our working hours are 9am - 6pm local time, Monday to Friday (excluding public holidays).
Why do I have Hokodo on my bank statements?
Hokodo is the payment partner of many suppliers. We work with merchants, marketplaces and other sellers to offer payment terms to businesses like yours. You are seeing Hokodo on your bank statement as you will have previously selected to pay in 30, 60 or 90 days with a merchant or marketplace we are partnered with. As we are providing financing, payment will be taken by Hokodo and our company name will appear on your bank statement.
Do I need to sign up to use Hokodo?
No, as long as the merchant or marketplace you are ordering from has partnered with Hokodo you can use Hokodo to pay for your order via your account. You don’t need to take any action before selecting your preferred payment terms at checkout. If you would like a merchant or marketplace you use to offer payment terms via Hokodo, please contact us.
How are my credit limit and payment terms determined?
We use the name and address of your business to conduct a credit and fraud risk assessment, using a range of sources including Companies House for companies based in the United Kingdom. This does not impact your credit score or the credit rating of your business.
Why have I stopped being eligible for payment terms?
Hokodo is constantly refining its eligibility criteria and occasionally this means that buyers previously eligible for payment terms may no longer be deemed creditworthy.
Please contact firstname.lastname@example.org if you cannot access credit from a seller with whom you have previously been eligible.
Hokodo’s eligibility criteria vary between merchants, so you may not always be eligible for our payment plans. Restoring eligibility may take up to three business days and we will let you know if our credit team requires additional information to complete their review of your company.
How can I increase my credit limit?
Please contact email@example.com, asking for a credit limit increase. In your request, please provide the three most recent statements for your business bank account or most recent annual accounts, the name and registration number of your company, and the credit limit you would like to have.
Credit limit reviews can take up to three business days and we will notify you by email when a decision has been made.
I chose a Hokodo payment plan for my order. Why is it still pending/awaiting validation?
If you placed your order more than one business day ago, please check your inbox and spam folder for an email from Hokodo, asking for an identity verification or more information about your business. We are not able to continue processing your payment plan without the requested information. Once you have completed the identity verification or replied to our email, you will receive an email from Hokodo, confirming whether your payment plan has been approved, on the same business day.
If you placed your order less than one business day ago, you do not need to do anything other than look out for an email from Hokodo, either requesting more information or confirming the final status of your payment plan.
Why has my payment plan been rejected?
If you receive an email stating that Hokodo has not accepted your payment plan, this means that you do not meet our eligibility requirements. Please use a different method to pay for your order.
How do I pay for my order?
If you provided Hokodo with your card or direct debit details at checkout, you do not need to do anything to pay for your order. We will send you a reminder email three to seven days before payment is due. On the day your payment is due, we will automatically attempt to collect it using the method you have chosen.
If you chose invoice as the settlement method , you will receive a payment reminder email five days before your due date. To pay for your order, you will need to make a bank transfer for the amount stated in the payment reminder. Please use the bank account details stated in your payment plan confirmation email.
Can I pay early for my order?
You can pay early at any time if you chose card or bank transfer as your payment method. If you chose direct debit as your payment method, you cannot make an early payment in the seven days before your due date as this may lead to double payment.
To pay early, please contact firstname.lastname@example.org and ask for a payment link to pay by card, or the relevant bank account details to pay by bank transfer.
Can I change the card or direct debit details you use to charge me on the due date?
We cannot update payment method details for an existing payment plan. You will be able to provide us with your new card or bank account details the next time you check out with a Hokodo payment plan.
Please contact email@example.com if you need to settle an existing payment plan with a different payment method. Our team can provide you with a payment link to pay with a different card, or bank account details to pay by bank transfer.
Can you send me the invoice for my order?
Please contact the merchant with whom you placed your order, or check the account you have on the merchant’s website to access your invoices.
Hokodo does not always have access to your invoice documents and cannot make any changes to invoices if they contain incorrect information.
My card payment is due today but has not been taken from my account yet. What should I do?
Hokodo processes card payments every business day, so if your payment due date falls on a weekend or public holiday, it will be processed on the next business day. We process payments in the afternoon, so please do not be concerned that your payment is not taken first thing in the morning.
If there is an issue with processing your payment, we will send you a Stripe invoice via email. You can use this invoice to pay for your order using a different card. Please contact firstname.lastname@example.org if you need to pay by bank transfer instead.
What happens if I dont pay my invoice on the due date?
Should the payment fail, we will send you a reminder with an invoice via email, followed by further contact attempts via phone, email and text until the invoice is paid or we are able to discuss the payment with you.
What if I cannot pay for my purchase?
If the purchase remains unpaid and we have not been able to get in contact with you, we will refer your account to a debt collections agency, which will incur additional interest and fees.
In order to avoid this, please email us on email@example.com to discuss a repayment plan or other options to pay your balance. Failure to do so will have a negative impact on your credit file and ability to access lending in the future.
What is the buyer portal?
The buyer portal is your central hub for managing your Hokodo orders. The portal is currently in beta, granting limited access to select buyers until its full rollout to all users.
Can I pay early for my order?
To access the buyer portal, follow these steps: 1. Visit our landing page and sign up for the portal. 2. Look for a verification email from us and click the link to confirm your account. 3. Once verified, you can log in to your account.
How is my credit limit defined?
Your credit limit is determined based on various factors. For more details, click here.
How do I increase my credit limit?
If you wish to increase your credit limit, simply complete the credit limit request form and submit it.
How long does it take to get a response for a credit limit increase?
You can expect a response within a maximum of 72 hours.
Do I have one credit limit for all merchants?
No, your credit limit is specific to each merchant you've shopped with. You can see how much credit is available for each merchant.
Why can I see orders from only one merchant?
You have a separate trade account for each merchant. To switch between accounts, use the navigation bar located at the top left of the page.
What does it mean if my payment is unscheduled?
If your payment is labeled as "unscheduled," it means that the due date has not been determined yet. For example, if your payment plan starts on the delivery date, we will wait for the delivery date to set the payment due date.
What do I do if a payment is overdue?
If a payment is overdue, please contact us immediately at firstname.lastname@example.org to settle the payment. Soon, you will be able to do this directly on the portal for added convenience.