Refund, Dispute & Chargeback Policy

1. Refund requests

Refund eligibility depends on the transaction type, merchant agreement, Protected Payment status, provider rules and applicable law.

A buyer should first contact the merchant or use the SW Global Pay dispute process where available.

Approved refunds may take time to complete through the original payment method. Processing fees may not always be recoverable from a payment processor.

2. Platform disputes

A SW Global Pay dispute is an internal platform process concerning the buyer and seller’s agreement.

During a Protected Payment dispute, seller entitlement may remain restricted while the matter is reviewed.

Both parties may be asked to submit project requirements, delivery records, messages, files and other relevant evidence.

3. Chargebacks

A card chargeback is separate from a SW Global Pay dispute. A bank, card issuer, card network or acquiring institution may initiate a chargeback independently of SW Global Pay’s decision.

Merchants may be able to accept or contest a chargeback and provide evidence of value or service, according to the payment processor’s procedures.

Neither a buyer nor a seller may use SW Global Pay’s dispute system to falsify evidence or improperly circumvent legitimate payment-network rights.

4. Duplicate recovery

A user may not receive a double recovery for the same loss.

Where a refund has already been completed and a chargeback is later received for the same payment, SW Global Pay may investigate and take steps necessary to prevent duplicate reimbursement.