Safe Service

The seller can order the Safe Service when creating an invoice in the app or the Nova poshta account by their choice or at the buyer's request.
The buyer needs to ask the seller to order the Safe Service. The buyer cannot order the service on their own.

Both the buyer and the seller can pay for the delivery. The cost of delivery is calculated according to Nova poshta's tariffs. The buyer also pays a fee for transferring funds to the seller – 2% + UAH 20.

Yes, it is possible because online payment is made before the goods are shipped according to the data the seller enters in the invoice: the shipment's dimensions and the shipping and delivery addresses. When the goods are shipped, the data is updated according to the actual data.
If the cost of delivery increases, the buyer pays the difference when they receive the shipment. If the buyer cancels the order, the seller has to pay the difference when they come to accept the returned goods.

Yes, because online payment is made before the goods are shipped per the data specified by the seller in the invoice: the shipment's dimensions and the shipping and delivery addresses. When the goods are shipped, these data are updated according to the actual data. The refund will be made to the card from which the payment was made.
If the payment was made through Apple Pay or Google Pay, the funds will be returned in cash to the branch, and the buyer will receive an SMS to receive the money transfer.

When creating an invoice in the app or the Nova poshta account, the seller indicates the bank card number to which they want to receive the transfer.
The payment for the goods is credited to the bank card 30 minutes after the buyer receives the goods. You can check the status of payment crediting at 0 800 30 79 79.

If necessary, both the buyer and the seller can pay for packaging services. However, the purchase of packaging is not mandatory if the shipment is packed in accordance with Nova poshta's packaging rules.

You can change the buyer's data (full name, phone number) in the Nova poshta account before the buyer pays for the goods. However, data changes are blocked after payment (the “Change data in the EW” service is not available).

You can change the delivery address before the shipment is paid for. In this case, the shipping cost will be recalculated.
You can also change the delivery address while sending the goods to the branch. In this case, the shipping cost may change.
If the shipping cost increases and the buyer does not receive the goods, the seller will need to pay the shipping cost when returning the goods.
After the goods are shipped, you cannot order the Forwarding service.

The goods must be sent within 48 hours after the buyer pays for the goods. If the goods are not shipped, the Safe Service is canceled, and the funds reserved The reservation of funds means a transaction that does not transfer funds to the seller until the buyer receives the goods for payment are returned to the buyer.

When creating an invoice in the app or the Nova poshta account, the seller indicates the bank card number to which they want to receive the transfer.
The payment for the goods is credited to the buyer's bank card 30 minutes after the buyer picks up the parcel. You can check the status of payment crediting at 0 800 30 79 79.

An agreement will be canceled if the seller does not send the goods within 48 hours after payment.
If the buyer refuses to receive the goods during a visit to the Nova Poshta branch, they can cancel the agreement. In this case, the parcel with the goods will be returned to the seller on the day of refusal. The funds (the cost of the goods and the transfer fee) will be withdrawn from the reserve The reservation of funds means a transaction that does not transfer funds to the seller until the buyer receives the goods and returned to the buyer.
Also, an agreement will be canceled if the seller does not receive the goods within 5 business days after arrival. On the 6th day the parcel is returned to the seller. In this case, the reservation will be withdrawn from the funds(the cost of the goods and the transfer fee).
The payment for delivery services is not refundable.

According to Nova poshta's tariffs, returning of the parcel to the seller if the buyer refuses the parcel is free of charge.

Just log in to the Nova poshta mobile app and check the notifications section – the bell in the upper left corner of the screen.
Information about the Safe Service will appear in this section even if push notifications are disabled on your smartphone.

The Safe Service is available only for individuals. Legal entities and individual entrepreneurs can use the "Reliable Purchase service".

You should contact the NovaPay hotline at 0 800 30 79 79.

The buyer should receive the order within five business days after the goods arrive at the branch.

The payment is made only in the NovaPay or Nova poshtamobile application. No websites or links.
You must specify the bank card number or select a card from your wallet to pay for the shipment. The buyer has 48 hours to pay for the goods; otherwise, the service is canceled, and the invoice is deleted. In case of payment for the goods, funds are reserved The reservation of funds means a transaction that does not transfer funds to the seller until the buyer receives the goods in the amount of the cost of the goods, delivery service, and transfer fee.
Important: The push notification should contain only the invoice number, not payment links.
If the seller offers you to make a payment via the link on the website, do not pay and contact the Nova poshta hotline at 0 800 500 609.

An accurate notification will be sent via push notification in the Nova poshta mobile application. We do not use SMS, instant messengers or any other means of communication for the Safe Service. The real message from the Safe Service contains only the invoice number. It cannot contain links to websites or payment forms.
You can only pay for the invoice using the Safe Service in the NovaPay or Nova poshta mobile application.

No, it is not. You cannot pay for shipments with the Safe Service on the Internet. Pay only in the NovaPay or Nova poshtamobile app.

Suppose the transaction was canceled at the buyer's initiative. In that case, the reservation will be removed from the funds representing the cost of the order and the fee for the money transfer. The payment for delivery services is not refundable.
If the transaction is canceled at the seller's initiative, the reservation will be removed The reservation of funds means a transaction that does not transfer funds to the seller until the buyer receives the goods from the entire amount.
The actual refund period depends on the bank servicing the card. Usually, banks guarantee a refund within 3-5 banking days, but, in practice, it happens much faster.

You should contact the NovaPay hotline at 0 800 30 79 79.

No, orders with the Safe Service can only be made to the Nova poshta branch.

In the NovaPay mobile app, go to the "Pay for Nova poshta parcels" section and select the parcel you want to pay for.
Be sure to choose a NovaPay card for payment to receive up to 50% off delivery and cash on delivery fees.