How do I dispute a charge?
First, reach out to the merchant responsible for the transaction you'd like to dispute. If the dispute does not get resolved with the merchant, here are the next steps:
Sign into your Shakepay account through mobile app
Select the transaction in your transaction history to view the details. Make sure the status of the transaction is not pending.
Then, you can select the dispute button in the transaction details.
You will be asked to confirm the name of the merchant, the amount spent in the transaction and date of the transaction.
You have 60 days following the date of purchase to open a dispute.
You will be asked to explain the reason for the dispute and confirm if the merchant has been contacted. You must then provide the date, method of communication and screenshots of the correspondence with the merchant.
You will then be asked a series of questions based on the reason for your dispute, and you will be required to submit a detailed explanation of the dispute.
Note: you will be asked to provide written proof that you have contacted the merchant.
What are the dispute process delays?
You will be notified of the status of your disputes via email. Please note it may take up to 15 days for disputes to be reviewed.
Customers have 60 days to raise a dispute and 90 days to submit a dispute after the date of the transaction. Once this timeframe has passed, we will no longer be able to rectify the dispute on your behalf.
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