Oops! We’re sorry to hear that you’re having trouble with your E-commerce transaction. 😔

Whenever someone makes an e-commerce transaction, we instantly deduct funds from your account. The merchant can then claim these funds to complete the process. However, the merchant can also choose to not claim the funds, and leave the transaction unsettled.

🔹 If the funds have not been claimed by the merchant:

You can reach out to us via the in-app chat to file a dispute for your transaction. If the merchant hasn’t claimed the funds and it’s been 4 days since you made the payment, the funds will be reversed to your account on the 5th day.

If the merchant claims the transaction later, the amount will be automatically deducted from your account. If that happens, just reach out to us, and we’ll take care of the dispute for you.

🔹 If the funds have been claimed by the merchant:

For such cases, we require a response from the merchant. If they promise a refund, we’ll wait for this to be processed. However, if no refund is promised or processed to you, we'll take the matter forward with Mastercard. This is called a "chargeback". Do note that once we take this up with Mastercard, it may take up to 45 days for the dispute to be resolved. 🙏

Please note that cases raised for a chargeback may have differing timelines based on the specifics of the transaction. We recommend that you reach out to us via the in-app chat and share the following information: