Chargeback Policy

Chargebacks should not exceed 0.75% of your monthly transaction volume.

If chargebacks exceed this threshold, your account may be reviewed and/or terminated without notice.

Merchants are fully responsible for resolving chargeback disputes with their clients.

PlackPay may provide limited support by supplying transaction metadata to help resolve such disputes, but does not mediate or reverse chargebacks issued by banks.

Refund Policy

A full refund can be issued to the customer only if the funds have not yet been settled to the merchant.

No refunds will be facilitated through PlackPay once an amount has been settled. In such cases, merchants must process refunds independently.

Merchants are encouraged to maintain clear communication and refund policies on their websites to minimize disputes.

PlackPay reserves the right to suspend or terminate merchants involved in excessive refund abuse or unresolved customer complaints.

Account Termination and Penalty

In the event that a merchant account is terminated due to excessive chargebacks, unresolved disputes, fraud, or policy violations, PlackPay reserves the right to impose a termination fee of not less than USD $1,000.

This fee will be deducted prior to the clearance and settlement of any outstanding balances.

The termination fee covers administrative, compliance, and legal handling costs associated with high-risk account closures.

By using PlackPay, you agree to this condition and acknowledge that any remaining balance may be withheld until the termination penalty is cleared.

Dispute Resolution Process

1. The merchant receives a complaint or refund request directly from the customer.
2. The merchant is expected to respond to the customer within 48 hours.
3. If a refund is approved and the invoice is unsettled, the merchant can initiate a cancellation via their PlackPay dashboard or by contacting support.

   Note: The full amount will be refunded to the client, however, this does not exempt the merchant from applicable PlackPay transaction fees associated with the original invoice.

4. In the case of a chargeback initiated by the customer's bank, the merchant is responsible for providing any required documentation (e.g., delivery proof, communication history) within 5 business days.
5. If PlackPay notices a pattern of unresolved disputes or high chargebacks, we may take administrative action, including temporary suspension or full account termination.