Dispute and Chargeback

At Payclub, our goal is to facilitate seamless and trouble-free transactions. However, in rare instances, disputes may arise. As a payment gateway, we recommend that you, as the buyer, reach out to the merchant (or seller) at your earliest convenience to address any concerns regarding your order. We've observed that prompt and transparent communication often leads to a swift resolution.

Customer Dispute Guidelines

When to File a Complaint for Non-Receipt of an Order:

Customers should consider filing a complaint regarding the non-receipt of an order under the following circumstances:

Physical Goods: Wait for 7-10 business days for delivery. If the goods are not received within this timeframe, or if they are materially different, defective, or damaged upon receipt, you should take action.

Digital Goods:: Wait for 1 business day for delivery. If the digital goods are not received within this timeframe, or if they are not as described or expected, you should proceed accordingly.

Resolution Process:

If the items are not received or do not meet expectations, customers are advised to visit the merchant's website and refer to the terms & conditions, shipping policy, and refund policy. Contacting the merchant directly is recommended to resolve the issue efficiently.

Payclub places a high value on open communication, and we encourage consumers to get in touch with merchants as soon as they have any questions or complaints about their orders. Direct communication between buyers and sellers, in our opinion, is frequently the best path to conflict resolution and guaranteeing client pleasure.

Does Payclub step in to settle an ongoing disagreement between a customer and a seller?

Every time a consumer initiates a transaction with Payclub, we want them to buy with confidence, and we are always happy to address any issues. In order to address problems related to a particular order, we often advise consumers to get in touch with the merchant directly as a first step. Payclub will step in to mediate a settlement, though, if the merchant is unresponsive to emails or phone calls.

What should you keep in mind while bringing a payclub dispute?

You should include a copy of the email you sent to the merchant in the first step of the support ticket submission process on the Payclub website, along with a brief description of the problem you were having. Additionally, you must give us the following information:

• Date of the exchange

• The transaction's amount

• Transaction ID for payclub Payments

• An explanation of the issue

• Specifics of the email exchange with the retailer (screen grab of the exchange)

• The payclub Investigation team will take three to five business days to address a complaint.

Cancellation of Orders/Refunds/Returns

Please be aware that any inquiries regarding the full or partial cancellation of orders should be directed to the merchant. As a payment gateway, we solely facilitate online payments for merchants and do not handle shipping or order dispatch.

For queries concerning returns, please contact the merchant directly and adhere to the instructions outlined in their return & cancellation policy, available on their website.

In the event of a refund initiation or if the order is not generated during the transaction, you should expect the credit to reflect in your bank account within 5-7 business days. Should you encounter any issues with refunds during this timeframe, feel free to reach out to Payclub for assistance with refund-related queries.

• By using the Payclub platform, users agree to abide by the terms and procedures outlined in this Dispute and Chargeback Policy. We are committed to ensuring a smooth and satisfactory experience for all parties involved in transactions conducted through our platform.