Review draft. Customer and merchant agreements take effect only after legal approval, publication and any required acceptance.
Merchant refunds
A refund request should identify the original transaction, reason, amount and any prior adjustments. Verify eligibility, amount and authorization before submission. Keep a pending refund distinct from a provider-confirmed credit and retain the reference.
Card disputes and chargebacks
A card dispute follows the issuer, acquirer and scheme process. Retain the payment date, reference, amount and evidence relevant to the reason. Merchants should submit only accurate supporting evidence through the agreed channel and follow the applicable response requirements.
Evidence and outstanding adjustments
Keep the order, receipt, any return or cancellation confirmation and prior refund references together. Use the provider’s approved evidence channel. If a refund and a dispute concern the same amount, tell the responsible provider about both records so it can reconcile the outcome.
Ledger and settlement treatment
Reconcile confirmed adjustments against the original payment and corresponding settlement or payout. The approved terms must explain partial refunds, duplicate requests, reversals, applicable fees, offsets, timing and how customers and merchants are notified.
Unauthorized or incorrect payment
Use the responsible provider’s verified route promptly. The effective policy must preserve applicable statutory rights independently of any merchant refund or scheme dispute process.
Approval and publication requirements
Confirm responsible entities, scheme and provider rules, evidence windows, approved notification channels, fees, settlement treatment and statutory rights.