Question 1

What is Hokodo?

Accepted Answer

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).

Question 2

Why do I have Hokodo on my bank statements?

Accepted Answer

Hokodo is the payment partner of many suppliers. We work with merchants, marketplaces and other sellers to offer payment terms to businesses like yours. As we are providing financing, payment will be taken by Hokodo and our company name will appear on your bank statement.

Question 3

Do I need to sign up to use Hokodo?

Accepted Answer

No, you can use Hokodo via your account with the merchant or marketplace you’re purchasing from. You don’t need to take any action before selecting your preferred payment terms at checkout.

Question 4

How are my credit limit and payment terms determined?

Accepted Answer

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. This does not impact your credit score or the credit rating of your business.

Question 5

Why have I stopped being eligible for payment terms?

Accepted Answer

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 support@hokodo.co 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.

Question 6

How can I increase my credit limit?

Accepted Answer

Please contact support@hokodo.co, 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.

Question 7

I chose a Hokodo payment plan for my order. Why is it still pending/awaiting validation?

Accepted Answer

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.

Question 8

Why has my payment plan been rejected?

Accepted Answer

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.

Question 9

How do I pay for my order?

Accepted Answer

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.

Question 10

Can I pay early for my order?

Accepted Answer

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 support@hokodo.co and ask for a payment link to pay by card, or the relevant bank account details to pay by bank transfer.

Question 11

Can I change the card or direct debit details you use to charge me on the due date?

Accepted Answer

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 support@hokodo.co 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.

Question 12

Can you send me the invoice for my order?

Accepted Answer

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.

Question 13

My card payment is due today but has not been taken from my account yet. What should I do?

Accepted Answer

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 support@hokodo.co if you need to pay by bank transfer instead.

Question 14

What happens if I dont pay my invoice on the due date?

Accepted Answer

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.

Frequently Asked Questions