How to open a chargeback

Chargeback Dispute Process

1. Filling Out the Dispute Form:

   • The Cardholder must complete the Dispute Form with detailed information and sign it.
   • The completed form should be submitted to Weavr via a ticket.

2. Authorised Transactions:

   • If the disputed transaction was authorised by the cardholder, additional documentation is required, including:
     • A copy of the cardholder's order.
     • A detailed description of the service/merchandise purchased.
     • Any correspondence between the cardholder and the merchant (if available).
     • Any other documentation related to the purchase.

3. Unauthorised Transactions:

   • If the disputed transaction was unauthorised, the card must be blocked immediately.

4. Dispute Resolution Process:

   • Paynetics will provide a formal statement to the cardholder within 7 working days (via Weavr and the Innovator) outlining the actions taken to resolve the dispute.
   • Paynetics may request additional documentation if the initial submission is insufficient. If corrections are needed, the cardholder must submit the corrected documentation within 3 days.

5. Refund Process:

   • During the review process, Paynetics will not credit the cardholder with the disputed transaction amount until the dispute procedure is complete.

6. Fees:

   • All fees related to the dispute will be settled in accordance with the contract between the Innovator and the cardholder. The Innovator may collect these fees from the cardholder per their agreement.

7. Final Resolution:

   • Upon successful completion of the dispute process, Paynetics will refund the disputed amount to the client's prepaid card and notify the client (via Weavr and the Innovator) of the resolution.

Additional Information:

There may be currency differences between the amount of the original transaction and the amount of the disputed transaction. Currency differences are not reimbursed in the event that such differences arise during the dispute procedure.

In case of failure of the dispute procedure - Paynetics informs the client about the final result of the dispute procedure and does not perform accounting operations.

Further information on account closure and redemption form can be found here.