Payments & Compliance

Refund, Cancellation & Chargeback Policy.

Clear processes. Defined responsibilities.

Greater confidence in every transaction.

Roles in Every Payment

Clear Responsibilities. Transparent Processes.

Every payment involves different responsibilities. Refunds, cancellations and disputes are handled according to the merchant terms, payment partner arrangements and applicable rules.

Merchant

The Merchant

Manages products or services, customer cancellation terms, delivery information and supporting evidence for refund requests or disputes.

Partner

The Payment Partner

Handles payment processing and applicable refund, reversal or chargeback procedures under relevant arrangements and rules.

Coordination

Digiway Payment

Facilitates relevant communication and coordinates transaction information within its role in the payment ecosystem. Final responsibility depends on the applicable service arrangement.

Refund Eligibility

When Can a Refund Be Considered?

A refund request is assessed according to the transaction status, merchant policy, payment method and applicable partner requirements.

Refund approval is not automatic. The applicable terms and transaction circumstances determine whether a refund can be processed.

Refund requestAssessed against applicable terms

Eligible Requests

Requests that meet the applicable refund conditions and verification requirements.

Further Review

Cases requiring transaction checks, additional evidence or confirmation from the relevant party.

Refund Process

From Refund Request to Processing.

A structured review helps ensure that refund requests are assessed with the relevant transaction details and applicable terms.

Request
Request Submission
The customer or merchant provides the transaction reference and reason for the refund request.
Verify
Verification & Review
The responsible party checks the transaction status, eligibility and supporting information.
Process
Refund Processing
If approved, the refund is processed through the applicable payment channel.
Confirm
Status Confirmation
The relevant provider or merchant confirms the status through its available communication process.

Refund Timelines

Understanding Refund Timelines.

Refund timelines can vary based on the payment method, merchant approval, payment partner processing, receiving institution and transaction currency.

Processing Time

Depends on the responsible payment provider and the applicable process.

Final Credit

The receiving bank or institution may require additional processing time.

Any estimated timeframe is based on the relevant service policy or confirmed payment partner guidance.

Cancellations

Cancellation Depends on the Transaction.

Cancellation requests are subject to the merchant's published terms, the stage of processing and the rules applicable to the service.

Before Processing

Cancellation may be possible

A cancellation may be possible if the transaction or service has not reached a stage where cancellation is restricted.

After Processing

Separate procedure may apply

A completed transaction may not be cancellable. A refund or reversal, where applicable, may need to follow a separate procedure.

Transaction Status

Payment Failed, Pending or Debited?

A transaction may require status verification before a reversal or refund can be confirmed. Avoid repeating a payment until the original status has been checked.

Pending TransactionCheck the latest transaction status through the relevant merchant or payment provider.

Amount Debited but Payment FailedKeep the transaction reference and raise the concern through the appropriate support channel if the issue remains unresolved.

Reversal or Refund StatusConfirm the final status with the relevant provider or bank rather than assuming the transaction has been reversed.

Chargebacks

Understanding Payment Disputes.

A chargeback is a payment dispute initiated through a bank or applicable payment scheme process. Its availability and handling depend on the payment method and relevant rules.

RefundRequested from the merchantHandled under the merchant's refund terms.

ChargebackRaised through a bank or schemeAssessed under payment scheme and partner procedures.

Each dispute is assessed under the applicable payment scheme, partner procedures and available supporting evidence. A chargeback is not the same as a standard merchant refund.

Common Reasons for a Chargeback

Unrecognised transactionA transaction the customer does not recognise.

Not receivedGoods or services reported as not received.

Duplicate or disputed amountA duplicate charge or disputed amount.

Refund disagreementA disagreement concerning a refund.

Dispute Process

From Dispute to Decision.

Depending on the payment method, the process may involve the merchant, payment gateway, acquiring institution, issuing bank or relevant payment network.

Raise

Dispute Raised

A transaction is challenged through the applicable dispute channel.

Evidence

Evidence Review

Transaction records and relevant supporting documents are assessed.

Respond

Response Submitted

The responsible party provides the required response within applicable deadlines.

Decide

Outcome Determined

The outcome follows the relevant payment rules and decision process.

For Merchants

Merchant Responsibilities in Every Dispute.

Clear merchant terms and accurate records help support fair and timely reviews of refund requests and payment disputes.

Clear Customer Terms

Publish understandable refund, cancellation and service conditions.

Accurate Records

Maintain relevant order, delivery and transaction records.

Timely Responses

Respond to dispute requests and provide evidence within applicable deadlines.

Before You Request

Help Us Review Your Request.

Providing accurate information helps the responsible team identify the transaction and understand the concern.

ReferenceTransaction reference or order ID.

Transaction detailsTransaction date, amount and currency, where applicable.

DescriptionDescription of the issue and requested outcome.

EvidenceRelevant receipts, order records or supporting evidence.

Share only information relevant to the request. Never provide passwords, OTPs, PINs or complete card details.

Escalation

If Your Concern Remains Unresolved.

Start with the relevant merchant or payment service support channel. Further escalation depends on the transaction type, applicable agreement and relevant complaint procedure.

Grievance Redressal →

Start here

Merchant or Service Provider

Raise the issue and retain the complaint or transaction reference.

Relevant Payment Support

Provide the reference number and previous communication for review.

Further

Further Escalation

Use the applicable grievance or regulatory channel where relevant.

Policy Scope & Updates

Policy Scope & Updates.

This policy is read alongside the applicable merchant terms, payment partner agreements and service-specific conditions. Refund, cancellation, reversal and chargeback procedures may vary according to the transaction, payment method and relevant rules.

Current PolicyRefer to the latest published version and the effective date shown on the website.

Applicable TermsService-specific and payment partner requirements apply where relevant.

Refund & Chargeback FAQs

Your Questions, Answered.

Answers about refund eligibility, timelines, cancellations, failed payments and chargebacks.

Are all transactions eligible for a refund?

No. Refund eligibility depends on the transaction, merchant terms, payment method and applicable partner rules. Some transactions may not be eligible for cancellation or refund.

Can a completed transaction be cancelled?

A completed transaction may not be cancellable. If a refund or reversal is permitted, it must follow the applicable merchant and payment partner process.

How long does a refund take?

Timelines vary depending on the payment method, merchant approval, payment partner and receiving institution. Refer to the applicable service terms for the relevant estimate.

What should I do if money is debited but the transaction fails?

Retain your transaction reference and check the status with the relevant merchant or payment provider. If the issue remains unresolved, raise a complaint through the appropriate support channel.

What is a chargeback?

A chargeback is a payment dispute raised through a bank or applicable payment scheme process. It is different from a standard refund requested directly from a merchant.

Who decides the outcome of a chargeback?

The outcome is determined through the applicable payment scheme or partner process, based on the transaction details, evidence and relevant rules. Digiway Payment does not independently determine every chargeback outcome.

What information is required for a refund or dispute?

You may need to provide the transaction reference, date, amount, description of the issue and relevant supporting documents. Never share passwords, OTPs, PINs or complete card details.

Can refund timelines differ between payment methods?

Yes. Processing may differ depending on the payment method, payment partner, currency and receiving institution. The applicable terms determine the relevant process and estimated timeline.

What if my concern remains unresolved?

Contact the relevant merchant or payment service support channel with your transaction reference. Further escalation follows the applicable grievance procedure.

Does Digiway Payment directly issue every refund?

Not necessarily. The responsible party depends on the service arrangement and transaction. Refunds may be handled by the merchant or relevant payment partner, while Digiway Payment facilitates communication within its role.