# 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.


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