PayEm Card Transaction Dispute Policy
When to report a transaction or What Qualifies as a Chargeback?
A chargeback is a transaction that was processed and cleared but is being disputed by the cardholder.
How to submit a dispute?
- Disputes can only be submitted by the admin of the account.
- The fee for processing a dispute is $35 even if the network decides in your favor.
- The amount of the disputed transaction must be over $35.00.
- A dispute can be submitted 60 days maximum after the transaction took place.
- When opening a claim make sure to include as much information as possible. Dispute forms should also be combined with the strongest level of documentation such as communication with the merchant, receipts, timelines, etc. Incomplete dispute information or lack of documentation may decrease the likelihood of winning a chargeback.
- When a card is reported lost or stolen, IMMEDIATELY deactivate the card to ensure a tight timeline between a lost card and potential transactions.
- Chargeback disputes may take between 30-120 days to be resolved.
Dispute resolution process
- In order for there to be a chargeback, the transaction must have already been cleared.
- Cardholders must approach the account admin. The account admin will initiate the chargeback by sending an email to PayEm’s support team and including all supporting documentation.
- The PayEm support team will review the information submitted in the case and will notify the account admin once the dispute has been initiated.
- Once the case is submitted to the applicable network (Visa/Mastercard) for a decision, the network’s decision is final and must be accepted by all parties.
- The network will reach out to the merchant for clarifications - If the merchant responds to the chargeback with a representment, we may reach back to the account admin for additional information or documentation related to the transaction.
Network resolution timeframes
Visa
Fraud and Authorization
- Pre-Arbitration: 30 Days
- Pre-Arbitration Response: 30 Days
- Arbitration: 10 Days Response
Processing Errors and Consumer Disputes
- Dispute Response: 30 Days
- Pre-Arbitration: 30 Days
- Pre-Arbitration Response: 30 Days
- Arbitration Response: 10 Days
Mastercard
- Presentment: Acquirer must send the presentment within 7 calendar days
- Chargeback: All other chargebacks must be submitted within 120 days
- Second presentment (re-presentment): 45 days
- Arbitration Chargeback: 45 days
Fee:
$35 per dispute
Alert & suspend cards with suspicious activity
Description
- When suspicious card activity is detected, we will automatically lock the card in question
- An SMS and email notification is sent with a unique link to unlock the card
- Once unique link is accessed, user verification is required to unlock the card (an MFA code is sent to the user, login to the PayEm platform is not required)
- Card can also be unlocked directly from the platform by either the user(s) on the card or the admin(s)
- Once card is unlocked , fraud detection check is suspended for 3 hours
- Once the card is unlocked, SMS and email notifications are sent again to the same population of users
Opt-Out Acknowledgement and Waiver of Liability for Fraud Detection Service
Clients may choose to opt out of the Fraud Detection and Card Locking Feature (“the Service”). By opting out, clients acknowledge and agree to the following:
- Liability Shift: Clients opting out of the Service understand and agree that any unauthorized transactions or fraudulent activities that would have otherwise been detected and blocked by the Service are solely their responsibility. The issuing entity is not liable for any financial losses, disputed transactions, or other damages resulting from fraud in cases where the Service is deactivated at the client’s request.
- Waiver of Dispute Rights: Clients who opt out of the Service forfeit the right to dispute transactions that the Service would have flagged as suspicious. In such cases, the issuing entity will not reverse charges or reimburse losses..
- Reactivation: Clients who wish to reinstate the Service at a later date may contact their account representative or access their online settings, subject to approval and any applicable waiting periods.
For more information or any questions, contact support@payemcard.com