TranzUp Express SMC (Pvt.) Ltd. · tranzup.com
Procedures for handling payment disputes, unauthorized transactions, and chargebacks relating to payments made for TranzUp services.
This Chargeback & Payment Dispute Policy establishes the procedures followed by TranzUp Express SMC (Pvt.) Ltd. (“TranzUp”, “we”, “us”, or “our”) for handling payment disputes, unauthorized transactions, and chargebacks relating to payments made for TranzUp services.
TranzUp is committed to cooperating with customers, banks, payment gateways, card issuers, acquiring banks, and card networks to investigate and resolve legitimate payment disputes.
A chargeback occurs when a cardholder disputes a card transaction through their card-issuing bank and the transaction is subsequently reviewed under the applicable card-network and payment-provider rules.
Chargebacks may arise from circumstances such as:
TranzUp will review the complaint and attempt to resolve the issue where appropriate.
Customers may still contact their card issuer or bank regarding their rights and available dispute procedures.
If a customer believes that their card or payment account has been used without authorization, they should:
TranzUp may investigate the transaction and provide relevant information to the payment gateway, acquiring bank, card issuer, card network, or appropriate authorities.
When a payment dispute or chargeback is received, TranzUp may review relevant transaction information, including:
Where required, TranzUp may submit appropriate supporting documentation to its payment gateway, acquiring bank, card issuer, card network, or other relevant payment provider.
Evidence may include proof of transaction authorization, customer communications, service fulfillment records, shipment information, delivery confirmation, invoices, refund records, and other relevant documentation.
All evidence will be handled in accordance with applicable privacy, security, and legal requirements.
Customers may be requested to provide information necessary to investigate a payment dispute. Examples include:
Customers should provide accurate information so that the dispute can be investigated properly.
TranzUp may use reasonable measures to detect and prevent fraudulent transactions. Depending on the payment method and payment gateway, these measures may include:
A transaction may be reviewed, delayed, declined, or cancelled where permitted by applicable rules and where there are reasonable grounds for concern.
If a disputed transaction is independently determined by TranzUp to qualify for a refund, TranzUp may process a refund through the applicable payment method.
Where a chargeback has already been initiated, TranzUp may coordinate with the payment gateway or acquiring bank to avoid duplicate reimbursement.
The final outcome of a chargeback may be determined under the applicable rules and procedures of the relevant payment gateway, acquiring bank, card issuer, and card network.
TranzUp will provide relevant information and documentation when required and will comply with applicable payment-processing requirements.
Where applicable, TranzUp may be charged fees by its payment gateway, acquiring bank, card network, or other payment provider in connection with chargebacks.
Any chargeback-related fee charged to a customer will only be applied where permitted by applicable law, the customer's contractual terms, and the rules of the relevant payment provider.
TranzUp reserves the right to investigate repeated or potentially abusive payment disputes.
Where permitted by applicable law and contractual terms, TranzUp may temporarily restrict an account or require additional verification while investigating suspected fraudulent or abusive activity.
TranzUp may maintain transaction, service, delivery, communication, refund, and dispute records for the period required by applicable law, regulatory requirements, payment-provider rules, and legitimate business requirements.
TranzUp will cooperate with its payment gateway, acquiring bank, card networks, issuing banks, and relevant authorities in connection with legitimate payment investigations, disputes, fraud investigations, and chargebacks.
TranzUp may update this Chargeback & Payment Dispute Policy from time to time. The current version will be published on the TranzUp website.
For payment disputes and chargeback-related inquiries:
House No. 6, Maweshi Mandi Road, Near Leopard Office, Kot Addu, Pakistan