What is dunning? 

  • Dunning is a process IONITY initiates whereby a customer owes IONITY money for charging services or subscription fees. 
  • The dunning reminder emails inform a customer what amounts are outstanding, what services were bought, and how to make a payment. 

What triggers the payment reminder / dunning process for an App/WebApp customer?  

  • Customer was successfully pre-authorized for their payment and was able to complete a charging session
  • However, the pre-authorization adjustment to collect the remaining balance of the charge failed (e.g. 1EUR pre-auth – 20 EUR charge = 19 EUR pre-authorization adjustment). 
  • IONITY receives a declined payment request from the customer’s bank. 
  • This triggers the IONITY dunning process. 

What triggers the dunning process for a PASSPORT customer?  

  • Customer gets billed on the first of every month for their monthly subscription amount (e.g. 17.99 EUR).  
  • However, the payment for this monthly payment fails.
  • IONITY receives a declined payment request from the customer’s bank. 
  • This triggers the IONITY dunning process.

Are there any fees/penalties when I get a dunning email? 

  • Dunning level 1 (first payment reminder) – free of charge
  • Dunning level 2 (subsequent payment reminder) – 3 EUR or equivalent (see table)  


Dunning charge    

Currency 

3.00      

EUR 

1070    

HUF 

22.00   

DKK 

30.00   

NOK 

30.00   

SEK 

3.00 

GBP 

23.00 

HRK 

75.00 

CZK 

14.00 

PLN 

3.00 

CHF 

 

How long do I have until I have to pay the overdue amount? 

  • The date by which you have to make the payment is stated in the PDF that is included in your email reminder.   

I did receive an invoice, why are you telling me I have not paid? 

  • The invoice gets triggered/sent independently of whether or not the payment has been made successfully.  
  • There are 2 reasons why the payment was rejected by your bank:
  • IONITY authorized the card with 1EUR and allowed the customer to charge the car. Then IONITY performed a so-called pre-authorization adjustment, which means that the final amount charged gets passed on to your bank. The bank rejected this adjustment, which is why IONITY did not receive the payment and is sending out the dunning email. 
  • If you have an IONITY PASSPORT then IONITY debits the monthly fee on the 1st of every month. In some instances, the bank rejects the monthly payment, and IONITY was not able to receive the payment and is sending out the dunning email. 

What happens if I do not make the outstanding payments? 

  • You will be sent a 2nd reminder email and a late payment fee of 3EUR (or equivalent).  
  • If you still do not pay, IONITY reserves the right to take legal action.  

 Are there any other options to make the payment apart from a bank transfer? 

  • At this point in time, the only option is to make the overdue payments via a bank transfer.  

Why did I get a payment reminder email over a lot of outstanding payments? 

  • IONITY initiated the dunning process in June 2022 and all outstanding payments between 01 January 2022 and June 2022 have been added up in this initial payment reminder.  
  • From July 2022 each failed payment will be processed within 1 week of the payment being missed.  

What languages are available for the dunning emails/PDFs? 

  • German 
  • English 
  • Dutch 
  • French 
  • Spanish
  • Italian
  • Norwegian