Why are you closing?
We have decided to stop offering Genoapay services in New Zealand as a consequence of the uncertainty surrounding the future regulatory environment for the BNPL sector.
What communications are going to customers?
We are communicating directly to all our customers via email and our websites
Can customers still make purchases?
Yes, existing customers can continue to make purchases up until 11 April 2023
What do I do if I have a problem?
Please reach out to your Latitude Account Manager if you would like to discuss anything.
What other solutions do you offer?
We have a range of interest free sales finance payment solutions that you may be eligible for.
What about customer returns?
We are continuing to facilitate returns through our platform while customers have active plans. We will provide you with advance notice when we no longer process refunds through our integration or portal. This will be sometime between April and June 2023.
Following that you will need to provide the customer with a refund via another payment method. If you refund a customer through another payment type, they are still required to pay any final Genoapay instalments despite the return.
When will the last settlement be?
Your last settlement will run following the creation of your final plan or return. All merchants will receive their final plan settlement in the week after 11 April 2023. If you process further returns, we will issue you with an invoice showing the amount owing and how to make a payment to Latitude.
What do I do about my negative invoice / negative balance?
We will issue you an invoice with details of how to pay the balance owing to Latitude.
What if I have just sent out a marketing campaign including Genoapay?
Existing customers can continue to use our products. New customer applications will no longer be accepted from 28 February 2023. We suggest you remove any advertising as soon as possible.
Do customers still have to pay off their plan?
Yes, customers still need to continue to pay. If they don’t, they will incur late fees and their credit file may be impacted.
Can customers still make purchases?
Yes, existing customers can continue to make purchases up until 11 April 2023. We are now no longer accepting new customers from 28 February 2023.
When do we need to ensure all advertising is taken down?
Please remove any advertising as soon as possible in any event before 11 April 2023.
I’d like to get in touch with someone to discuss this
Please contact our merchant support team.
How do I remove the plug ins from my website? Where can I get support?
Our resource toolkit includes uninstallation details. The integration guide for each platform includes details of how to uninstall the Genoapay module or plug in.
What if I want to remove Genoapay earlier?
That’s totally fine! You can remove it any time up until 11 April 2023 when it must be removed.
