Chargeback Handling Policy

1. Purpose

The purpose of this policy is to define Bayarcash’s procedures for handling chargebacks, disputes, and refund requests, ensuring fair and transparent resolution for merchants and end-users while minimizing financial and reputational risk.

2. Scope

This policy applies to:

• All merchants using Bayarcash payment services.
• All transactions processed through Bayarcash’s platform.
• End-users disputing transactions.

3. Definitions

• Chargeback: A reversal of a payment initiated by the cardholder or financial institution due to dispute, fraud, or error.
• Dispute: A claim by the cardholder or end-user regarding a transaction.
• Merchant: A Bayarcash client accepting payments.
• End-User: The individual initiating a transaction or payment.

4. Chargeback Categories

Common reasons for chargebacks include:

• Fraudulent Transactions: Unauthorized or stolen card usage.
• Processing Errors: Duplicate transactions, incorrect amounts, or technical failures.
• Customer Disputes: Service not received, product not as described, or dissatisfaction with delivery.
• Regulatory / Compliance Issues: Non-compliance with payment rules or legal regulations.

5. Chargeback Notification & Timeline

• Bayarcash notifies merchants immediately upon receiving a chargeback or dispute.
• Merchants are given a defined period (typically 7-14 days) to respond with evidence supporting the transaction.
• Chargeback responses should include receipts, proof of delivery, service confirmations, or any relevant documentation.

6. Merchant Responsibilities

• Maintain accurate transaction records, invoices, and delivery proofs.
• Respond promptly to chargeback notifications from Bayarcash.
• Cooperate with investigations or additional verification requests.
• Ensure compliance with Bayarcash policies, payment regulations, and applicable laws.

7. Bayarcash Responsibilities

• Notify merchants of chargebacks and provide guidance on documentation submission.
• Review merchant-submitted evidence and communicate with the acquiring bank or card network.
• Monitor patterns of chargebacks to identify fraud or systemic issues.
• Maintain records of chargebacks for compliance and reporting purposes.

8. Dispute Resolution Process

Step 1: Chargeback Received

• Bayarcash informs the merchant immediately.

Step 2: Evidence Submission

• Merchant provides supporting documentation within the specified timeframe.

Step 3: Evaluation & Submission

• Bayarcash reviews the evidence and submits it to the acquiring bank/card network.

Step 4: Outcome Notification

• The bank/card network determines the final resolution.
• Merchant and end-user are notified of the outcome.

Step 5: Follow-up

• Bayarcash may initiate additional steps for unresolved cases or repeated disputes.

9. Fees & Financial Impact

• Merchants may be responsible for:
  • Chargeback fees as defined in their Merchant Agreement.
  • Transaction amount reversal if the chargeback is upheld.
• Bayarcash reserves the right to debit merchant accounts for chargebacks and fees.

10. Prevention & Best Practices

To minimize chargebacks, merchants should:

• Clearly describe products/services and provide accurate pricing.
• Maintain delivery tracking and confirmation.
• Ensure secure and verified payment processing.
• Respond promptly to customer inquiries and refund requests.

11. Monitoring & Reporting

• Bayarcash monitors chargeback trends and identifies high-risk merchants or transactions.
• Regular reports on chargeback statistics may be provided to merchants for analysis and risk management.

12. Policy Review & Updates

• This policy is reviewed annually or when payment regulations or industry standards change.
• Updates will be communicated to all merchants.

13. Contact Information