Chargeback Handling

Overview

This page summarizes chargeback and refund policies for merchants accepting credit card payments.

Chargeback handling follows the relevant acquirer / principal / issuer (source of funds) rules.

Chargeback Actions for Merchant

Repay approved outcomes

If a refund and/or chargeback occurs, the merchant must repay amounts previously paid by Finpay.

Respond to Finpay requests

Finpay will send an official notice.

The merchant must respond within 3 business days and include:

• Transaction data

• Transaction log files

Follow rules and cooperate on fraud cases

The merchant must comply with applicable regulations (including Bank Indonesia) and Finpay/acquirer/principal/issuer rules.

The merchant must share information related to suspicious and/or suspected fraud transactions when required.

What Finpay can do

Hold or deduct settlement

Finpay may debit, delay, and/or deduct settlement (including placing a hold amount) while a chargeback is in progress.

If a chargeback/refund is approved

If the chargeback/refund is approved by the source of funds, Finpay may:

• Bill the merchant and require repayment

• Deduct settlement payable to the merchant

• Return funds to the cardholder/customer (including via the merchant)

Restrict refund/chargeback eligibility

Finpay may determine transaction types that are not eligible for refund and/or chargeback.

Hold transactions for risk control

Finpay may hold transactions during communication issues or when fraud indicators are detected.

Common triggers

Finpay may require repayment and/or settlement deductions when:

• A proven payment error occurs from Finpay to the merchant.

• A dispute is caused by merchant negligence.

• Card network/acquirer/issuer rules require a refund or chargeback.

• The cardholder denies making the transaction.

• The merchant or cardholder/customer violates applicable laws or network rules.

Penalties and losses

The merchant bears:

• chargeback-related losses suffered by Finpay, and

• penalties/fines imposed by the principal/acquirer/issuer, including tolerance-limit penalties.

Finpay may pass through penalties related to internet transactions on the merchant’s website.

After termination

Agreement termination does not remove chargeback obligations.

The merchant remains responsible for at least 90 calendar days after the agreement ends.