How to handle reversal and chargebacks on your VoguePay account

Reversal is when money that has been credited to your VoguePay wallet is debited. This can be before or after the maturity period of the funds. Reversal or charge back request is made when any of our financial providers (e.g Banks, processing and switching partners) or customers contests against a specific transaction. Some of the reasons for reversal requests could be due to serious issues like:

  1. Processing errors

  2. Fraud, or potential fraud

Others reasons include when:

  1. Services is not provided by Merchant or merchandise not received by customer

  2. Services received but not as described or defective merchandise.

How Voguepay Mediates Reversal Or Charge Backs Requests

When we receive charge back requests from Banks or customers, we send email to our merchants to notify them of this development. The merchant can authorize the charge back or provide evidence that they have delivered value for what the customer paid for so as to be able to block the reversal /charge back request. (NOTE: Evidence should include receipt or invoice of transaction in PDF format)

If merchants does not provide evidence of service delivery within the time frame stipulated by the bank, the reversal /charge back request will be honoured.

IMPORTANT:

At all times, we require that merchants deliver value to the customer for the service(s) or product paid for.

How to prevent reversal/chargeback

To prevent cases of charge back or reversal requests, we will advise that you:

  1. Send your customers receipts as proof that service is rendered.
  2. Communicate your service delivery time and policies so your customers can have clear expectations about your services
  3. Have details of your customers (KYC) so you can easily reach them when they have concerns.
    Have your contact information on your website for your customer to communicate with you.

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