The purpose of this policy is provide the events where Reversals and Chargebacks will apply when using our website and services, the procedures for requesting a Reversal or a Chargeback, and the applicable guidelines for executing Reversals and Chargebacks for transactions processed through PG.
A Reversal will apply in the following events:
Reversal requests must be sent by the Client or by the corresponding payment instrument’s issuer to [email protected].
A request for Reversal from Merchant must include:
The Merchant is held liable for its own Reversal order or authorization.
A Chargeback is the debit carried out by the acquiring bank to Merchant, upon unawareness of a purchase by a cardholder before the card’s issuer.
A cardholder (buyer / payer) may allege unawareness of a purchase before the card issuer in the following events:
PSPs response time for financial institutions and / or networks upon charge unawareness notice, will depend directly on the time set for that purpose, which is set to be no later than 5 business days