Eng
Safe Service
integration
Financial services

Payment for shipments

Please note! 01.05.2025 the service is closed. For safe payments, order cash on delivery when receiving and sending parcels.

Safe online trading with the Safe Service

Apply for the Safe Service

  • If you sell goods and wish to secure yourself against delivery fees when the buyer refuses to pick up the goods from the branch or cancels the order
  • If you buy goods and are afraid of getting scammed when someone asks for an advance payment to an unfamiliar bank card

This service is available only to individuals. Legal entities and sole proprietorships can use the Reliable Purchase service.

How to sell and to buy goods through the Safe Service

  • Ask the seller or the buyer to create a waybill in the Nova Post app or in the business cabinet and order the Safe Service

The buyer

  • Wait for the waybill to be created and a push notification with its number and pay for the order in the Nova Post app within 48 hours. If the payment is not made within this period, the service is canceled and the waybill is deleted.
  • The seller will receive a notification saying that the order has been paid for and will send you the goods. If the seller fails to send the goods within 48 hours after payment confirmation, the transaction will be canceled and the funds will be returned to your card.
  • You can pick up your order within five business days after the goods arrive at the branch. Once you pick up the goods, the funds are credited to the seller. If you cancel the order, the funds for the goods and the fees will be returned to your card.

The seller

  • Receive a push notification in the Nova Post app confirming that the order has been paid for and send the goods to the buyer. The transaction will be canceled and the money will be refunded to the buyer if you have not sent the goods within 48 hours after the payment.
  • When the buyer receives the goods, the funds are credited to your card. If the buyer refuses to receive the goods, the goods will be returned to you free of charge.
    The payment for the goods is credited to the bank card 30 minutes after the buyer has picked up the parcel.
    You can find out the payment status by calling 0 800 30 79 79.

Attention! We do not use SMS, messengers, or any other communication channels for the Safe Service. An authentic message from the Safe Service includes only the waybill number. It cannot contain links to websites or payment forms.

Advantages

For the seller

  • Safe
    Confirmation of the buyer's intention to purchase the goods
  • Beneficial
    Free return of goods if the buyer refuses to accept them

For the buyer

  • Safe
    Відсутні ризики з передоплатою на незнайомі банківські картки
  • Convenient
    Payment through the familiar Nova Post app

What are the conditions for canceling a transaction with a buyer

  • The transaction will be canceled if the seller fails to send the goods within 48 hours after payment.
  • The buyer can cancel the transaction at a Nova Post branch if he/she refuses to accept the goods. If this happens, the parcel with the goods will be sent back to the seller on the day of the refusal. The funds comprising the cost of the goods and the transfer fee will be withdrawn from the reserve and returned to the buyer.
  • The transaction will also be canceled if the buyer fails to accept the goods within 5 business days after arrival, and the parcel will be returned to the seller on the 6th day. In this case, the funds comprising the order cost and the payment on delivery fee will be withdrawn from the reserve.

Payment for delivery services is not refundable.

Service restrictions and conditions

  • The service is available only at Nova Post branches
  • The fee for a money transfer is 2% + 20 ₴; the service is paid by the buyer. The bank servicing the card may charge an additional fee according to its own rates.
  • Delivery can be paid by both the buyer and the seller. The cost of delivery is determined according to the Nova Post's rates.
  • Changing the buyer's data (full name or phone number) is possible in the Nova Post business account only before the buyer pays for the goods. Once the payment is made, the data change is blocked.
  • Only the seller can pay for the packaging services, if necessary. Ordering the "Packing" service is not mandatory if the shipment is packed according to the Nova Post Packing Rules.
  • Shipment weighing up to 30 kg.

If you wish to access the service but do not have a mobile app, you can download it from this link

Answers to frequently asked questions

  • How and when the funds are returned to the buyer if he/she rejects the goods

    If the transaction is canceled by the buyer, the funds comprising the order value and the money transfer fee will be withdrawn from the reserve. Payment for delivery services is not refundable.
    If the transaction is canceled by the seller, the entire amount will be withdrawn from the reserve.
    The actual refund period depends on the bank servicing the card. Typically, banks guarantee a refund within 3-5 banking days, however, it usually takes less time.

  • What should I do if the funds are not refunded to me after refusing the parcel

    Contact the NovaPay hotline at 0 800 30 79 79.

  • How can I make sure whether I've received a true message from Nova Post

    You will receive a push notification in the Nova Post mobile app. We do not use SMS, messengers, or any other communication channels for the Safe Service. An authentic message from the Safe Service includes only the waybill number. It cannot contain links to websites or payment forms.

  • Where can I pay for the goods and delivery cost when I use the Safe Service

    You can pay for the goods only in the Nova Post mobile app, in the "My Shipments" section. To do so, specify your bank card number or choose a card from your Masterpass wallet and pay for the shipment. The buyer has 48 hours to pay for the goods, otherwise, the service is canceled and the waybill is deleted. When paying for the goods, funds covering the cost of the goods, delivery service, and transfer fees are reserved.
    Warning! If the seller offers to make a payment via a link on the website, never do so and immediately contact the Nova Post hotline at 0 800 500 609.

  • What to do if the funds are not credited to the seller 30 minutes after the buyer has picked up the goods

    Contact the NovaPay hotline at 0 800 30 79 79.

  • What should I do if I don't receive push notifications about the Safe Service

    Log in to the Nova Post mobile app and check the notifications section by clicking on the bell in the upper right corner of the screen.
    Information about the Safe Service will appear in this section even if push notifications are disabled on your smartphone.

  • Is the buyer reimbursed if the delivery cost has decreased

    Yes, because online payment is made before the goods are dispatched according to the data specified by the seller in the waybill: shipment size, as well as shipping and delivery addresses. These data will be adjusted according to the actual data right at the time of dispatch. The refund will be credited to the card from which the payment was made.
    If the payment was made using Apple Pay or Google Pay services, the funds will be refunded in cash at the branch, and the customer will receive an SMS to receive the money transfer.

  • Are there any extra charges for delivery services

    These may be because online payment is made before the goods are dispatched according to the data that the seller specifies in the waybill: shipment size, as well as shipping and delivery addresses. When dispatching the goods, the data is adjusted according to the actual data.
    If the delivery cost increases, the buyer pays the difference when receiving the shipment. If the buyer cancels the order, the seller must pay the difference when picking up the returned goods.

  • How do I change the delivery address

    You can change the delivery address before the shipment is paid for. If so, the delivery cost will be recalculated.
    You can also change the delivery address when sending the goods from the branch. If so, the delivery cost may change.
    If the delivery cost increases and the buyer fails to receive the goods, the seller will have to pay the delivery cost when returning them.
    If the goods have already been dispatched, you cannot order the Forwarding service.