DIGITTPAY SOLUTIONS LLP

This Policy establishes the process for receiving, assessing, investigating and resolving reports of transactions or gift card/voucher activity that a customer or authorised party claims was not authorised by them.

• Provide a clear reporting and investigation process.
• Protect customers from unauthorised use and account compromise.
• Preserve transaction and security evidence.
• Coordinate with banks, payment partners and relevant service providers.
• Apply appropriate holds, reversals, refunds or other corrective actions where warranted.
• Identify fraud patterns and improve preventive controls.

This Policy covers suspected unauthorised purchases, gift card/voucher issuance or redemption, account activity, payment transactions, refunds or other transactions processed through Company systems or relevant partners.

An unauthorised transaction is a transaction that the relevant customer or account holder states they did not initiate, approve or permit. A customer allegation does not by itself establish fraud; the Company shall conduct an appropriate review.

Customers may report suspected unauthorised activity through the Company's approved support channels, including website/app support, designated email, telephone or ticketing mechanisms, as published from time to time.

• Customer/account identifier, where applicable
• Transaction/order/voucher reference
• Transaction date and amount
• Relevant payment or voucher details
• Description of how the issue was identified
• Supporting documents or communications where reasonably necessary

Where risk warrants, the Company may temporarily restrict affected accounts, vouchers, credentials or transactions; request additional verification; or apply other protective measures pending investigation.

The Company may review transaction records, authentication events, account history, device or session information where lawfully available, voucher lifecycle records, customer communications, partner records and relevant security logs.

Before discussing sensitive transaction information or processing certain remedies, the Company may perform reasonable verification of the customer's identity or account ownership.

Where the transaction involves a bank, card network, payment gateway, UPI or other payment partner, the Company may coordinate with the relevant provider under applicable rules and contractual procedures.

• Check issuance and activation records.
• Review redemption history and timestamps.
• Identify whether the voucher has been redeemed or transferred.
• Apply protective restrictions where appropriate.
• Coordinate with relevant partner or issuer where required.

Following investigation, the Company may process or recommend a refund, reversal, replacement, cancellation or other remedy where appropriate and subject to applicable law, contractual terms, payment-network rules and evidence.

Cases showing fraud indicators shall be escalated under the Cyber Fraud Prevention & Incident Response Policy and Fraud Prevention & Transaction Monitoring Policy.

The Company shall provide appropriate status or outcome communications through authorised channels. Sensitive security controls, investigation methods or information about other customers shall not be disclosed.

Where a transaction is subject to a payment dispute or chargeback process, the case shall be coordinated with the Chargeback & Dispute Management Policy and the relevant payment partner's procedures.

A claim may be rejected where available evidence reasonably supports that the transaction was authorised or where the claim cannot be substantiated, subject to applicable law, partner rules and any available dispute process. The decision should be documented.

Material fraud, cyber incidents, law-enforcement requests or other matters requiring external escalation shall be handled through authorised Compliance, Legal, Risk or Security channels.

Reports, evidence, investigation notes, customer communications, decisions, refunds/reversals and escalations shall be retained according to applicable requirements and the Company's Data Retention & Record-Keeping Policy.

Unauthorised-transaction investigations shall be handled confidentially and information shall be shared only with authorised personnel or relevant service providers with a legitimate need.

Recurring unauthorised-transaction patterns shall be analysed to identify account, authentication, voucher, payment, technology or process weaknesses and implement appropriate corrective controls.

Relevant personnel shall be trained on unauthorised transaction handling, customer verification, fraud indicators, evidence preservation, escalation and customer communication.

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

This Policy shall be reviewed at least annually and after material fraud trends, significant unauthorised-transaction incidents, product changes, partner changes or audit findings.