What to do in case of disputes and chargebacks.
A. Notification about the dispute
We will notify you by e-mail about the dispute, mentioning the payment transaction(s) and the reason for the chargeback, if provided by the bank.
B. Review the chargeback
1. If you believe the cardholder’s purchase is a valid transaction, read over the chargeback notification details and collect the supporting documentation that provides confirmation that the purchase was valid as agreed upon prior to the sale.
2. In order to represent the chargeback, review the chargeback and explain to us the chain of events that took place.
- In the case that the goods/services have not been provided, review the issue and let us know if the customer is willing to accept the goods/services.
- In the case that goods/services have been provided, share the proof of deliveries, invoices or any other authorised proof of product/service delivery. Documents required include a third party shipping receipt, tracking number or signature confirmation to prove delivery of an item.
- In the case that a duplicate payment was made, share the proof of deliveries, invoices or any other authorised proof of product/service delivery of items.
- In the case of subscription/recurring transactions, share the signed contract or other proof to show that services were provided.
- If you sold a digital item, we may request evidence that the buyer has downloaded or received your product.
3. Should you refund the cardholder directly via cash, check, bank transfer, or another method without informing senangPay, you could potentially lose both the chargeback and refund amount. Hence, any circumstance of refunds performed directly to the cardholder, senangPay must be notified immediately.
C. Share documents
Share all documents as per the bank requirements with us. We will represent the dispute on your behalf. Banks generally provide a window of 5 working days to represent the chargeback. Failure to do so within the specified window will increase the number of chargebacks lost by you.