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Handling Disputes

Merchant Back Office

Handling Disputes

Upon receipt of the Dispute Notice, you have until the deadline specified in the Notice to respond. You can accept the dispute or submit documentation if you disagree with the content of the dispute. You can respond to the Dispute Notification email or submit a response through the merchant communication group you agreed to with PayCools. Once PayCools receives your response, the information and materials will be fed back to the relevant channels.

1

View Dispute

Before responding to a dispute, review the transaction information and the reason for the dispute in the Dispute Notice.

Focus on the following:

  • PayCools transaction number;
  • Your order number;
  • Transaction amount and transaction time;
  • The cause of the dispute;
  • Amount to be frozen;
  • Response deadline.

Please confirm the transaction to which the dispute relates and decide how to respond based on the issues described in the notification.

2

Accepting or Responding to Disputes

Once you understand the dispute, you have the option of accepting the dispute or submitting a response.

Accept dispute

If you confirm the dispute or decide that you no longer wish to dispute it, please reply to the dispute notification email and confirm that you accept the dispute. Upon receipt of confirmation from PayCools, the relevant funds will be deducted and the dispute will be closed in accordance with the dispute resolution requirements. By accepting the dispute, you are no longer disputing the dispute.

Respond to disputes

If you disagree with the content of the dispute, please submit supporting documentation that explains the transaction before the deadline. Your submission should respond directly to the issues raised in the Dispute Notice. When PayCools receives the materials, they are aggregated and fed back to the relevant channels.

3

Prepare supporting documentation

Different dispute reasons may require different materials. PayCools will explain in the Dispute Notice what you need to provide for this dispute.

Documentation may include:

  • User profile;
  • Top-up record;
  • Transaction details;
  • Withdrawal records;
  • Other materials that can prove the authenticity and processing of the transaction.

Make sure the material is clear and consistent with the transaction in dispute. Irrelevant or unrecognized materials may not be available to handle disputes.

4

Submit Response

You can submit a response by following these steps:

  1. Reply to the dispute notification email sent by PayCools.
  2. Clearly state the reason for accepting the dispute or the reason for not accepting the dispute.
  3. To respond to a dispute, please submit documentation via email.
  4. You can also submit materials by communicating with the merchant group agreed to by PayCools.
  5. Check the transaction number, material content and response deadline before sending.

When PayCools receives the materials, they are aggregated and fed back to the relevant channels.

5

Response deadline

Each dispute has a corresponding response deadline, and the specific date is subject to the dispute notice. If you do not respond by the deadline, PayCools will continue to process the funds based on currently available information and requests from relevant channels, which may be deducted. PayCools may contact you again to inform you of new material requests and response deadlines if the ticket enters the formal dispute or follow-up stage.

6

Processing results

Once PayCools receives the results from the issuing bank, card organization, or related channel, it will sync the results to you via a dispute notification email or merchant communication group.

Processing results may include:

  • Documentation accepted;
  • the dispute is withdrawn;
  • the relevant funds are deducted;
  • Additional processing results.

Frozen or pending funds will be released or deducted based on the final outcome. PayCools' notification of the outcome shall govern the processing of the funds.