DIGITTPAY SOLUTIONS LLP

This Policy establishes a structured process for receiving, recording, investigating, responding to and resolving customer disputes and chargebacks involving DIGITTPAY SOLUTIONS LLP's products and services.

• Manage disputes consistently and within applicable deadlines.
• Protect legitimate customers and the Company from fraud and financial loss.
• Maintain accurate evidence and transaction records.
• Coordinate efficiently with banks, payment gateways, card networks and other partners.
• Identify recurring dispute causes and improve controls.

This Policy covers payment disputes, chargebacks, transaction disputes, gift card/voucher disputes, duplicate transactions, non-receipt claims, unauthorised transaction claims, refund-related disputes and other applicable payment or service disputes.

• Dispute: A customer or payment-partner challenge concerning a transaction, service or outcome.
• Chargeback: A payment-network or financial-institution initiated reversal or claim under applicable payment rules.
• Representment: Submission of evidence or response challenging a chargeback where permitted.
• Refund: A voluntary or authorised return of funds according to applicable terms and procedures.

Disputes shall be received through approved customer-support channels or through payment-partner notifications. Each material dispute should be assigned a reference number and tracked through closure.

• Transaction / order / voucher reference
• Transaction date and amount
• Customer or account identifier
• Payment method or partner reference where available
• Reason for dispute
• Relevant supporting evidence

• Unauthorised transaction
• Duplicate transaction
• Transaction not received / service not delivered
• Voucher not received or redemption issue
• Refund not received
• Incorrect amount
• Technical or processing error
• Fraud or suspicious activity

• Receive chargeback or dispute notification
• Register and classify the case
• Identify applicable deadline
• Collect transaction and service evidence
• Assess validity and risk
• Submit response / representment where appropriate
• Track partner decision
• Record final outcome and financial impact

Evidence may include transaction records, order information, voucher issuance and redemption records, authentication information, customer communications, refund records, system logs, terms acceptance records and relevant partner records, subject to lawful availability.

Evidence submitted to a payment partner shall be accurate, relevant, complete and appropriately redacted where necessary. The Company shall not knowingly submit false, misleading or fabricated evidence.

Chargeback and dispute deadlines imposed by payment networks, banks, gateways or contractual partners shall be tracked and complied with. Where an applicable external deadline differs from an internal target, the external deadline shall prevail.

Where a legitimate refund is appropriate, the Company shall coordinate with Finance and relevant payment partners to process and record the refund. Refund status shall be reconciled against the original transaction.

Disputes indicating fraud, account takeover, voucher theft or suspicious activity shall be escalated under the Unauthorised Transaction Policy and Cyber Fraud Prevention & Incident Response Policy.

Where permitted, the Company may submit a representment or dispute response when available evidence reasonably supports the transaction or service. Decisions shall consider evidence quality, applicable partner rules, customer circumstances and cost/risk considerations.

Customers shall receive appropriate status and outcome communication through authorised channels. The Company shall not disclose confidential payment-partner processes or sensitive security information.

Chargebacks, refunds, reversals, fees and related adjustments shall be reconciled with accounting and transaction records. Material discrepancies shall be escalated.

The Company shall coordinate with payment gateways, banks, card networks, processors, voucher issuers and other relevant partners according to applicable procedures and contractual obligations.

A case may result in acceptance, refund, reversal, successful representment, partial resolution, rejection, partner-determined outcome or other applicable resolution. The final status shall be recorded.

The dispute process shall provide reasonable access to complaint and dispute channels and shall avoid unfair barriers. Applicable consumer, payment and contractual protections shall be respected.

• Chargeback rate and volume
• Reason codes / dispute categories
• Repeat disputes
• Fraud-related disputes
• Refund-related disputes
• Partner and payment-method trends
• Ageing and resolution performance

Recurring disputes shall be reviewed to identify product, communication, payment, voucher, technology or operational causes and implement corrective measures.

Dispute files, evidence, correspondence, partner notifications, decisions, refunds, representments and reconciliation records shall be retained according to applicable requirements and the Company's record-retention framework.

Dispute and chargeback information shall be accessible only to authorised personnel with a legitimate business need.

Relevant personnel shall receive role-appropriate training on dispute categories, evidence requirements, deadlines, customer communication, fraud escalation and payment-partner procedures.

Exceptions shall be documented, risk-assessed and approved by authorised management. Mandatory payment-network, legal, regulatory or contractual requirements shall not be bypassed.

This Policy shall be reviewed at least annually and after material changes to payment partners, products, dispute processes, chargeback rules or audit findings.