When a customer disputes a payment, it’s essential to act quickly and provide as much information as possible. Here’s what you should do:
1. Review the details of the dispute carefully and gather all relevant transaction information.
2. Respond promptly with a clear explanation of the transaction and provide any supporting documents (eg: receipts, proof of delivery, or communication with the customer). A timely response helps your case and shows you’re engaged in resolving the issue.
3. Suggest a resolution when appropriate, whether it’s a refund or an alternative way to settle the dispute. Quick, proactive steps may help resolve the situation without escalating the issue further.
If you have a chargeback request (where you dispute a purchase to get your money back), it’s handled by your card issuer, not senangPay. senangPay can assist with required information but does not control the outcome. We facilitate communication to help resolve the issue.
