Chargeback Dispute & Resolution Policy

To handle chargebacks and Buy Now, Pay Later (BNPL) disputes, we will follow a structured process to ensure fair resolution for both the customer and the business. In the event of a chargeback or dispute, our approach will include:

Investigation and Documentation: We will thoroughly investigate each chargeback or dispute by gathering all relevant transaction information, including proof of purchase, delivery confirmation, communication records, and any other documentation that supports the legitimacy of the transaction.

Customer Communication: We will communicate directly with the customer to understand the reason for the dispute and attempt to resolve the issue amicably. If applicable, we will offer solutions such as refunds that meet our refund/exchange policy, product exchanges, or clarifications to reach a satisfactory outcome.

Cooperation with Payment Providers: For credit card chargebacks, we will work closely with the payment processor to respond within the given timelines, submitting the necessary evidence to contest any unjustified chargebacks. Similarly, for BNPL disputes, we will liaise with the BNPL provider to address the concerns raised by the customer.

Resolution and Outcome: Based on the findings, we will either uphold the charge or refund the customer as appropriate. In cases where a chargeback is found to be fraudulent or unjustified, we will escalate the matter and seek recovery from the payment provider or BNPL service.

Preventative Measures: To minimize future disputes, we will review our payment processing systems, customer service practices, and product delivery protocols, ensuring clear communication and a smooth purchasing experience.

This process aims to protect both the customer’s rights and the business’s interests, maintaining transparency and fairness throughout the resolution.