In the event the transaction has been file by cardholder for chargeback dispute, we will inform the merchant immediately by sending an official email. Merchant are abide to response to our email with the given time period in submitting the relevant documents and explanation letter (if any). Below is the status of the outcome:
1) Merchant provide support document
SmoovPay will compile the documents, and submit to the bank to reject the dispute. In the meantime, we will lock the "Dispute Amount" for time being till the bank had feedback to us that the dispute has been resolved as cardholder accept the documents and explanation.
2) Merchant did not response our email
When the time frame given to the merchant to response is due, we will debit the dispute amount from your Account Balance, to refund the transaction back to the cardholder to resolve the dispute.
3) Merchant unable to provide support document and accept the chargeback
Merchant can login to their Merchant Account and refund the transaction themselves and inform us on the decision. or we will debit the dispute amount from your Account Balance, to refund the transaction back to the cardholder to resolve the dispute.
4) Document rejected by the card issuing bank
This will eventually leads to 2nd chargeback or pre arbitration where merchant will be given a decision to continue stand on the validity of the transaction with documents provided. During this stage, if merchant wish to fight for the case,there will be a fees of 500.00 USD charge, imposed by VISA/ Master as the case will be handed over to them for reviewing of the dispute and decide either Merchant or cardholder win the case.
There is no admin or additional fees imposed by SmoovPay for chargeback.