1.Dispute Resolution Process

How often users can initiate disputes

It is usually 180 days, and the specific time limit depends on the card group and the reason for the dispute initiated by the user.

Which countries/payment methods can initiate disputes

Cards can generally initiate disputes, while non-cards generally initiate disputes or frauds.

The dispute process is as follows: The user initiates a dispute -> PayerMax notifies the merchant -> the merchant submits defense materials -> PayerMax submits defense materials -> the issuing bank makes a judgment -> PayerMax receives the case result and notifies the merchant

How long will it take to notify the merchant of the outcome of the dispute?

Generally, the dispute will be resolved within 180 days, depending on the channel, country, and payment method.

Where can I find disputed orders?

a. [Merchant Background - Dispute Management - Dispute Query] page to query disputed orders;
b. Can feedback PayerMax technical support docking dispute callback interface.

2.Defense materials list and reply

What information needs to be responded to in a dispute (MMC)

The reply information is listed in the body of the dispute email, usually:
• User information (user registration information, such as name, UID, mobile phone number, email, IP, etc.)
• Order receipt (transaction content, quantity, payment amount, payment currency, user name, etc.)
• Consumption information (recharge and consumption details that have not been disputed in the user's history, as well as the current recharge and consumption records) • Shipment records (if any) (logistics list, etc.)
• Communication records (if any) (records of communication with users, etc.)
• Any other materials that can prove that your company has provided goods/services on time and truthfully

According to the reason for initiating the dispute, the materials that the merchant needs to submit are focused. For details, please refer to the text of the dispute email/the defense material template provided by the merchant platform.

If you have already responded to the information before, how do you submit it if you want to add it?

After receiving the dispute email notification, it is recommended to go to the merchant platform to upload the defense documents. Once uploaded, modification is not supported; if you want to add materials within the reply period, you can reply by email; if the reply period exceeds the reply period, it will not be accepted.

What happens if the dispute does not respond to the data

If you do not reply to the information, we assume that the merchant accepts the dispute, and the case will be judged as a failure of the merchant, and the frozen funds will be deducted from the merchant and returned to the user.

What happens if a dispute is overdue for reply

We will try to provide it to the channel, but if it exceeds the validity period of channel processing, it will be handled as the material that did not reply on time, and the merchant will accept the dispute by default.

3.Dispute fee

What fees will be incurred in case of disputes, who will charge the fees, and can they be refunded if the lawsuit is won?

The channel side will charge a dispute handling fee. Once a dispute occurs, the handling fee will be frozen and will not be refunded regardless of whether the lawsuit is won or lost.

Can I choose who will bear the dispute handling fee?

The dispute handling fee is borne by the merchant by default, and the amount of the handling fee will be displayed in the contract, and modification is not supported.

4.Dispute withdrawn

If a user initiates a dispute, and after the merchant communicates with the user, and the user is willing to withdraw the dispute, who can he apply for?

The user can apply to the card issuing bank or wallet to cancel the dispute. After the cancellation, the merchant will inform us, and we will release the frozen funds after verifying that the corresponding dispute has been cancelled.

If a user applies to withdraw a dispute, how long will it take to notify the merchant of the result? Will the handling fee be refunded? Will the merchant win the lawsuit?

After the user cancels, the merchant needs to inform us. We will notify the merchant after checking with the channel. The notification time is based on the channel feedback time limit. The handling fee will not be refunded, and the case will be considered successful.