Payments
Refunds
Dispute
Payments
How can I check the status of my transaction if I have not received a confirmation mail?
For every successful transaction PAYMENTZ is sending the email to the customer.We are a payment aggregator and only facilitate the merchant with online payments. For status of the order, we suggest that you contact the merchant.
How do I check the status of my payment/order?
We are a payment aggregator and only facilitate the merchant with online payments. For status of the order, we suggest that you contact the merchant.
What should I do if I do not receive a payment confirmation email from PAYMENTZ?
You can raise a request with us using our ticketing system or you can send the request on our support email. With your request please provide your email id, screenshot of debit and transaction ID received from the merchant and we will get back to you at the earliest.
I do not recognize the transaction that I’ve been charged for. Can you help me?
Yes, we can. Please provide the below details by raising a request with us using our ticketing system or you can send the request on our support email and we will get back to you at the earliest:
1) A common email id you use for making online transactions
2) Amount and date of debit
3) Screenshot of the debit, in case it was a netbanking or wallet transaction
4) Last 4 digits of the card used, in case this was a card transaction.
I have done duplicate transactions towards the same order/service. How do I get a refund?
We are a payment aggregator and only facilitate the merchant with online payments.
We request you to contact the merchant with the transaction details for a refund.
Refunds
Why does it take so long for a refund to be credited to my account?
Refund process involved several factors and processes due to which sometimes it may take longer to get the refund credited in your account. We advise to wait for 10-12 working days for the refund to get credited.
How do I check the status of my refund ?
Once the merchant initiates the refund , a confirmation email is sent to your email ID ( the email ID that was used at the time of transaction).
This means that the refund is successful from our end. You may check the status of the refund on our order tracker.
What should I do if I do not receive a refund confirmation mail from PAYMENTZ?
If you have not received a confirmation, we suggest that you contact the merchant for further details, as the refunds are initiated from merchant's end.
I have not received my refund even after 10-12 working days. What should I do now?
Normally refunds are credited to you within 10-12 working days.In case you have not received your refund, you can raise your query using our ticketing system or you can send the request on our support email. With your request please provide your email id, refund amount and transaction ID received from the merchant and we will get back to you at the earliest.
Dispute
How do I open a dispute with a seller when a purchase goes wrong?
Customer support is our top most priority and it is our responsibility to guide our customers on the right and effective way to file disputes. We recommend our customers to have direct communication with the merchant to resolve issues pertaining to a specific order. If you do not get a satisfactory response or no response you can then raise a chargeback with your bank.These chargebacks will be raised with PAYMENTZ by your bank and we assist to amicably resolve the issue.
Fraud
Dispute Resolution
Order Cancellation
Fraud
How can I report potential fraud or unauthorized transactions to PAYMENTZ?
If you found any transaction that you didn’t authorize, kindly let us know asap. You can inform us using our ticketing system or you can send the request on our support email. With your request please provide your email id, amount of transaction and transaction ID received from the merchant and we will get back to you at the earliest.
Dispute Resolution
When should a customer file a complaint regarding the non-receipt of an order?
We suggest that you wait for 7-10 business days for physical goods and 1 business day for digital goods. In case you do not receive the services/goods even after the said time interval or if the items received are materially different, defective or damaged, then you should visit the merchant website and refer to the terms & conditions, shipping policy, refund policy and contact the merchant to resolve the issue.
In order to contact the merchant please visit the Merchant Website, Call on support number or send an email to the support email address of the merchant. While sending an email you should include following details:
Date of transaction
Amount of transaction
Order ID shared by the merchant
Payment ID shared by PAYMENTZ
Description of the problem
In case the merchant does not respond to your emails & phone calls within 3-5 working days then you can contact us to mediate and amicably resolve the issue."
What should I provide when filing a dispute to PAYMENTZ?
While filing the complian with us, you should briefly address the issue you have faced, and attach a screenshot of the email sent to the merchant in the initial stage. You are also required to provide us with the following details:
Date of transaction
Amount of transaction
PAYMENTZ Payments Transaction ID
Description of the problem
Details of email communication with the merchant( Screenshot of the communication)
Once a complaint is raised, the PAYMENTZ support team would take 3-5 working days to resolve the issue.
Order cancellation
Cancellation of Orders/Refunds/Returns
For any queries related to cancellation of order (full or partial), kindly contact your merchant.We are a payment aggregator and only facilitate the merchant with online payments.
We do not handle shipping or order dispatch and you should directly contact the merchant for queries regarding returns and follow instructions as as specified in the return & cancellation policy on the merchant website.