In the event of a dispute and chargeback, you will be notified by email along with the details of the transaction.

Common Dispute Reasons

• Unauthorised transaction
• Fraudulent activity
• Item not received
• Incorrect item received
• Item not as described
• Duplicate charge
• Billing error
• Subscription cancellation issues
• Defective or damaged product
• Service not rendered
• Payment declined but charged
• Double refund
• Disputed recurring payment
• Processing errors
• Misleading advertising
• Identity theft
• Non-delivery of digital goods
• Currency conversion issues
• Membership or subscription not cancelled

Chargebacks Scenarios

• If you deem the cardholder’s purchase valid, review the chargeback notification thoroughly. Gather supporting documentation confirming the agreed-upon validity of the purchase prior to the sale.

• Provide evidence of delivery for provided goods or services. ie. Invoice, shipping receipt, signature confirmation and/or proof of digital item download if applicable.
  • If goods or services have not yet been provided, please contact your customer and update us on the status.
  • Submit proof for duplicate payments.
  • Share documentation for subscription/recurring transactions.

• Should you refund the cardholder directly via check, bank transfer, or another method without informing us, you could potentially lose both the chargeback and refund amount. For any refund performed directly to the cardholder, please notify us immediately. Not applicable to cash refunds.

Timeframe

• Typically, banks allow a 5-working-day window for chargeback representation.
• Failing to meet this deadline may increase the number of lost chargebacks on your end.
• Please ensure to share all required documents with us as per the bank’s specifications.
• We will handle the dispute on your behalf.