Refund & Dispute Policy

At ConnectPay, we strive to provide a secure and transparent marketplace for both buyers and vendors. This policy outlines how refunds and disputes are handled to ensure fair resolutions for all parties.

1. General Refund Policy

  • Refund eligibility depends on the vendor's refund policy, which is outlined in their store listing.
  • Buyers should first contact the vendor directly to request a refund before filing a dispute.
  • Refunds may not be applicable for digital products, services, or customized items, unless otherwise stated.

2. How to Request a Refund

If you are not satisfied with a purchase, follow these steps:

1️⃣ Contact the Vendor:

  • Log in to your ConnectPay account.
  • Navigate to Orders > Contact Vendor to request a resolution.
  • Provide clear details, including order number and issue description.

2️⃣ Vendor Response:

  • Vendors must respond within 5 business days with a resolution or refund decision.

3️⃣ If No Response or Unresolved Issue:

  • If the vendor does not respond or refuses the refund, you can file a dispute with ConnectPay (see below).

3. Filing a Dispute

If a refund request is denied or unresolved, customers can escalate the issue to ConnectPay's Dispute Resolution Team.

3.1 How to File a Dispute

  • Go to Orders > File a Dispute
  • Provide:
    ✅ Order details (order ID, transaction date)
    ✅ Proof of issue (screenshots, emails, or product photos)
    ✅ A brief explanation of why a refund is being requested

3.2 Dispute Resolution Process

📌 Step 1: Investigation

  • Our team will review the dispute and contact both parties for further clarification.

📌 Step 2: Mediation

  • We will attempt to mediate between the buyer and vendor to reach a fair solution.

📌 Step 3: Final Decision

  • If no agreement is reached, ConnectPay will make a final decision based on the provided evidence.
  • If the claim is valid, the buyer will receive a full or partial refund through the original payment method.
  • If the claim is denied, the funds will be released to the vendor.

⏳ Resolution Timeframe: Most disputes are resolved within 7-14 business days.

4. Refund Eligibility Criteria

Refunds may be approved under the following conditions:

✅ Product/Service Not Delivered:

  • The vendor fails to deliver the product or service within the promised timeframe.

✅ Item Not as Described:

  • The product received is significantly different from the description or defective.

✅ Service Issues:

  • The service provided is incomplete or does not meet the agreed terms.

⛔ Non-Refundable Items:

  • Digital goods, downloadable products, and subscription services (unless defective).
  • Services that have already been rendered.
  • Customized or personalized items.

5. Payment Holds & Escrow System

ConnectPay uses an escrow payment system to protect both buyers and vendors:

  • Payments are held in escrow until the order is confirmed as completed.
  • If a dispute is filed, funds will remain on hold until resolution.
  • If a vendor fails to deliver or violates policies, ConnectPay may issue a refund directly from the escrow.

6. Chargebacks & Fraud Prevention

  • Customers should file disputes through ConnectPay before initiating a chargeback with their bank.
  • Chargebacks may result in account suspension if found to be fraudulent.
  • Vendors must provide accurate product descriptions and fulfill orders promptly to avoid disputes.