Chargeback Policy

A chargeback occurs when an end customer disputes a transaction, typically by claiming they did not authorize the payment or did not receive the goods/services. In such cases, the following procedures and policies are in place:

1. Reason for Chargeback

The primary cause of a chargeback is when the customer denies participation in the transaction. This could be due to fraud, miscommunication, or genuine error.

2. Proof of Delivery/Service

In response to a chargeback, the merchant is responsible for submitting valid proof of delivery or service completion to the payment service provider (PSP). This includes:

• Order confirmation and shipping details
• Customer's signature or proof of digital delivery
• Communication logs with the customer

Once submitted, the PSP will forward the documents to the acquiring bank, which will validate and verify the transaction.

3. Timeframe for Response

Merchants typically have 7–10 business days from the date of chargeback initiation to provide the required documentation. Delays in response may result in the chargeback being honored in favor of the customer.

4. Resolution and Outcome

After reviewing the submitted documents, the bank will either:

• Reverse the chargeback (in merchant’s favor)
• Accept the chargeback (in customer’s favor)

The final decision rests with the issuing bank and may take up to 45–60 days.

5. Preventing Chargebacks

To minimize chargebacks, we advise merchants to:

• Clearly state terms & conditions and return/refund policies
• Use secure payment gateways with fraud detection tools
• Maintain clear records of orders, communication, and delivery
• Ensure customer satisfaction through support and follow-up

6. Contact & Support

If you are facing a chargeback situation and need assistance, please contact our support team at:
Email: contact@asrpay.in
Phone: +91-7418 586 161

Note: ASR PAY and its associated banks/payment processors reserve the right to modify this policy at any time without prior notice.