Refund & Chargeback Policy

FluxPay is a payment processing platform that facilitates transactions between merchants and their customers. As a payment facilitator, FluxPay does not sell goods or services directly to end consumers. Refund policies are determined by individual merchants.

This policy outlines the framework for refunds and chargebacks processed through the FluxPay platform, the responsibilities of merchants, and the rights of cardholders.

2.1 Refund Policy Requirements

All merchants using FluxPay's payment processing services must:

• Maintain a clear and accessible refund policy on their website
• Process legitimate refund requests in a timely manner
• Provide customers with clear information about refund eligibility and processes
• Comply with applicable consumer protection laws in their jurisdiction

2.2 Processing Refunds

• Merchants can initiate refunds through the FluxPay dashboard or API
• Refunds are processed back to the original payment method
• Full and partial refunds are supported
• Refund processing fees may apply as outlined in the merchant agreement

2.3 Merchant Responsibilities

Merchants are solely responsible for:

• Determining refund eligibility based on their own policies
• Communicating refund status to their customers
• Maintaining adequate records of refund requests and decisions
• Ensuring compliance with card network rules regarding refunds

3.1 What is a Chargeback?

A chargeback occurs when a cardholder disputes a transaction with their issuing bank. The card network (Visa, Mastercard, etc.) then initiates a formal dispute process.

3.2 Common Chargeback Reasons

• Unauthorized transaction (fraud)
• Product or service not received
• Product or service not as described
• Duplicate or incorrect charge
• Subscription cancellation not processed

3.3 Chargeback Procedure

1. The cardholder files a dispute with their issuing bank
2. The issuing bank submits the chargeback to the card network
3. FluxPay receives the chargeback notification and notifies the merchant
4. The merchant has a limited time to respond with evidence (representment)
5. The card network reviews the evidence and makes a determination
6. The outcome is communicated to all parties

3.4 Chargeback Fees

A chargeback fee is assessed for each chargeback received, regardless of the outcome. Chargeback fees are outlined in the merchant's pricing agreement with FluxPay.

4.1 Refund Processing

4.2 Chargeback Timelines

5.1 For Cardholders

If you believe a transaction is unauthorized or incorrect:

• Contact the merchant first to attempt to resolve the issue directly
• If the merchant cannot resolve the issue, contact your issuing bank to initiate a dispute
• Provide your bank with any relevant documentation (receipts, correspondence, etc.)

5.2 For Merchants

To respond to a chargeback effectively:

• Respond promptly within the specified timeframe
• Provide compelling evidence (delivery confirmation, customer correspondence, signed agreements, IP logs, etc.)
• Maintain detailed transaction records for dispute resolution
• Use FluxPay's chargeback management tools in the merchant dashboard

5.3 Prevention

FluxPay provides merchants with tools to minimize chargebacks:

• Clear billing descriptors that customers recognize
• Automated transaction receipts and notifications
• Fraud detection and prevention tools
• Transaction monitoring and alerts