CHARGEBACK & DISPUTE MANAGEMENT POLICY

This Policy establishes the framework for receiving, assessing, responding to and resolving payment disputes, chargebacks, transaction claims, refund disputes and related financial disagreements arising from the Company's gift-card and gift-voucher business.

• Provide a consistent and documented dispute-management process.
• Respond to chargebacks and payment disputes within applicable scheme, partner or contractual timelines.
• Preserve transaction and supporting evidence.
• Prevent duplicate refunds, reversals or financial losses.
• Identify recurring dispute and fraud patterns.
• Maintain accurate reconciliation and management reporting.

This Policy applies to disputes involving card, UPI, bank, payment processor, PPI or other authorised payment channels, to the extent applicable to the Company's role and partner arrangements, including gift-card/voucher purchase, issuance, redemption, refunds and related transactions.

• Unauthorised transaction dispute
• Non-receipt or failed delivery dispute
• Duplicate transaction
• Incorrect amount dispute
• Refund not received
• Cancelled transaction dispute
• Gift-card/voucher validity or redemption dispute
• Service or merchant-related dispute
• Processing or technical dispute

Each material dispute shall be recorded with the transaction reference, customer details where appropriate, dispute date, amount, reason, payment channel, evidence, assigned owner, response deadline and status.

Chargeback notifications received from payment partners, banks, card networks, PPI providers or other authorised channels shall be logged and assessed promptly.

Responses shall be prepared within the applicable scheme, partner or contractual deadline. Internal target dates should provide sufficient time for review, evidence collection and authorised submission.

• Transaction reference and status
• Order / invoice information
• Gift-card / voucher issuance records
• Delivery or communication records
• Redemption information
• Payment confirmation
• Customer communication
• Refund or cancellation records
• Relevant system or audit logs

Where a chargeback or dispute is contestable, the Company may submit appropriate evidence and a reasoned response through the relevant payment or partner process. Evidence shall be accurate, relevant and supported by available records.

Refunds or reversals shall be coordinated with Finance and relevant payment partners. The Company shall take reasonable steps to prevent duplicate recovery, duplicate refunds or inconsistent transaction status.

Disputes indicating account takeover, payment fraud, voucher theft or other suspected fraud shall be escalated to Risk/Fraud and, where appropriate, Information Security and Compliance.

Customers shall receive appropriate information regarding dispute status, required documents, refund status or resolution, subject to confidentiality and partner-process limitations.

The Company shall coordinate with banks, payment processors, PPI providers, merchants and other partners as required to obtain transaction status, evidence, dispute decisions and settlement adjustments.

Dispute and chargeback entries shall be reconciled with transaction, settlement, refund and accounting records to identify discrepancies and prevent financial leakage.

• Chargeback accepted / liability accepted
• Dispute successfully contested
• Refund processed
• Transaction reversed
• Customer claim rejected based on available evidence
• Partner decision pending
• Case escalated for further review

High-value, repeated, fraudulent, legally sensitive or materially disputed cases shall be escalated to appropriate management, Risk/Fraud, Finance, Compliance or Legal functions.

Recurring disputes shall be analysed to identify product, customer-journey, payment, merchant, communication, technical or operational causes.

• Improve transaction descriptions and customer communication
• Strengthen payment and voucher controls
• Correct technical issues
• Improve refund processing
• Enhance fraud monitoring
• Review partner performance
• Train relevant personnel

Chargeback notices, evidence packages, correspondence, decisions, refunds, reversals, accounting entries and closure records shall be retained according to applicable requirements and the Company's retention policy.

Dispute and chargeback information shall be accessed only by authorised personnel and shared with payment partners, customers, regulators or other parties only where appropriate and authorised.

Management may receive periodic reports covering chargeback volumes, amounts, reasons, ageing, outcomes, recovery rates, repeat disputes and material issues.

Exceptions shall be documented, risk-assessed and approved by authorised management. Mandatory partner, scheme, legal or regulatory requirements shall continue to apply.

This Policy shall be reviewed at least annually and following material changes to payment channels, partner arrangements, products, dispute trends or applicable requirements.