Chargeback & Payment Dispute Policy

01 Purpose

TranzUp Express SMC (Pvt.) Ltd. (“TranzUp”, “we”, “us”, or “our”) provides courier, logistics, shipment booking, delivery coordination, cash-on-delivery support, and related services.

This Chargeback & Payment Dispute Policy explains how customers can raise payment-related disputes and how TranzUp handles chargebacks and payment disputes received through its payment gateway, acquiring bank, card network, or other payment service provider.

02 How Customers Can Raise a Payment Dispute

Customers who believe that a payment has been incorrectly charged, duplicated, unauthorized, or related to a service that was not provided may contact TranzUp directly.

Customers should contact us at:

Customers should provide the following information where available:

• Customer name
• Registered email address or phone number
• Transaction/reference number
• Order or shipment number
• Date of transaction
• Transaction amount
• Description of the dispute
• Payment receipt or other supporting information

TranzUp may request additional information where necessary to verify the transaction.

03 Types of Payment Disputes

Customers may contact TranzUp regarding matters including:

• Unauthorized transactions
• Duplicate payments
• Incorrect transaction amounts
• Payment made but service not received
• Payment made but service not activated or processed
• Cancellation or refund-related disputes
• Technical or processing errors
• Other payment-related concerns

Customers may also contact their card-issuing bank or financial institution in accordance with applicable card-network and banking procedures.

04 Internal Dispute Review

Upon receiving a payment dispute, TranzUp will review the relevant transaction and service records.

The review may include:

1. 1 Verifying the transaction details.
2. 2 Confirming the customer’s account information.
3. 3 Checking the order or shipment information.
4. 4 Reviewing the service requested by the customer.
5. 5 Checking service activation or booking records.
6. 6 Reviewing invoices and payment records.
7. 7 Checking shipment pickup, delivery, return, or fulfillment records, where applicable.
8. 8 Reviewing relevant customer communications.
9. 9 Checking refund or cancellation records.
10. 10 Reviewing applicable system and transaction logs.

TranzUp will make reasonable efforts to investigate disputes and respond through the appropriate communication channel.

05 Chargeback Handling

If a customer initiates a chargeback through their card-issuing bank, the chargeback may be received by TranzUp through its payment gateway or acquiring bank.

Upon receiving a chargeback notification, TranzUp will:

• Identify the disputed transaction.
• Review the reason for the chargeback.
• Investigate the transaction and related service.
• Review available customer, payment, order, and shipment records.
• Determine whether the service was provided or activated.
• Check whether a refund has already been issued.
• Prepare relevant supporting documentation.
• Submit the appropriate documentation to the payment gateway, acquiring bank, or other authorized payment service provider within the applicable response period.

06 Supporting Documentation

Where required for a chargeback investigation, TranzUp may provide supporting documentation including, but not limited to:

All documentation will be provided subject to applicable privacy, security, and legal requirements.

07 Unauthorized Transactions

If a customer reports an unauthorized transaction, TranzUp will review the available transaction and account information and cooperate with the payment gateway, acquiring bank, card issuer, and relevant authorities where required.

08 Refund and Chargeback Coordination

Where TranzUp determines that a transaction qualifies for a refund, the refund may be processed through the original payment method, subject to the applicable payment provider’s procedures.

If a chargeback has already been initiated, TranzUp may coordinate with the payment gateway or acquiring bank to prevent duplicate reimbursement.

09 Merchant Responsibility

TranzUp is responsible for reviewing payment disputes received in relation to its services and for maintaining reasonable records necessary to investigate such disputes.

TranzUp will cooperate with its payment gateway, acquiring bank, card networks, and financial institutions by providing relevant transaction and service documentation when required.

10 Record Keeping

TranzUp may retain relevant payment, invoice, order, shipment, service activation, delivery, refund, communication, and dispute records for the period required by applicable law, regulatory requirements, payment-provider rules, and legitimate business requirements.

11 Final Chargeback Determination

The final outcome of a card chargeback may be determined in accordance with the applicable rules and procedures of the payment gateway, acquiring bank, card issuer, and relevant card network.

TranzUp will provide the required information and supporting documentation within the applicable timeframe.