To standardize the disputed transaction claim process and clarify the applicable fees and responsibilities, UPay hereby provides the following rules regarding card transaction disputes and Chargeback claims.
A “disputed transaction” refers to a card transaction challenged by the cardholder, for which the cardholder requests an investigation or the initiation of a Chargeback. This includes, but is not limited to, unauthorized transactions, suspected card fraud, and other transactions not recognized or approved by the cardholder.
1. Chargeback Initiation
After identifying a disputed transaction, the cardholder should first verify the relevant transaction details and decide whether to initiate a Chargeback claim.
UPay will assist with the dispute process based on the application and supporting documents submitted by the customer. However, UPay does not guarantee the outcome of any claim. The final decision will be subject to the review and determination of Visa, the card issuer, and other relevant partners.
2. Chargeback Process
2.1 Submission of Supporting Documents
The customer must complete and submit the Dispute Form.
The cardholder should:
-Provide all known basic information;
-Confirm the disputed transaction details;
-Sign the form.
Once completed, the form should be submitted to the UPay Customer Support Team or the relevant account manager.
2.2 Payment of the Case Handling Fee
Before the Chargeback process begins, the customer must pay:
A case handling fee of 30 USDT per transaction
The payment method and receiving details will be provided by the UPay Customer Support Team or the customer’s account manager.
The payment reference should include:
Disputed Transaction Claim + Cardholder Name or Relevant Transaction Information
2.3 Document Review and Submission
UPay will conduct an initial review of the submitted documents. Once the documents meet the applicable requirements, UPay will assist in submitting the case to Visa, the card issuer, or the relevant partner.
The Chargeback review process normally takes approximately 30–90 calendar days. The actual processing time will depend on the review progress of Visa, the card issuer, and the relevant partners.
2.4 Final Decision and Fund Processing
Once the review is completed, UPay will notify the customer of the final outcome.
If the claim is successful, the relevant funds will be returned or adjusted according to the final decision. If the claim is unsuccessful, the case handling fee will not be refunded.
Any additional fees incurred during the process will be separately notified and charged based on the actual amount.
3. Case Handling Fee
Each Chargeback claim is subject to a non-refundable handling fee of 30 USDT per transaction.
This fee covers case acceptance, document review, claim submission, and follow-up handling. Once paid, the fee will not be refunded, regardless of whether the Chargeback claim is successful or unsuccessful.
4. Additional Fees
If Visa, the card issuer, or any relevant partner determines that the claim is invalid, does not comply with the applicable dispute rules, or requires further investigation, retrieval, pre-arbitration, or arbitration, additional fees may apply, including but not limited to:
-Retrieval fees;
-Investigation fees;
-Pre-arbitration fees;
-Arbitration fees;
-Other related processing fees.
These fees shall be borne by the customer submitting the claim. UPay reserves the right to collect the actual fees incurred or deduct them directly from the customer’s relevant account balance.
5. Recommended Checks Before Submission
To reduce the risk of submitting an invalid claim, customers are advised to verify the following before submitting a Chargeback request:
-Whether the transaction was authenticated through 3DS;
-Whether the transaction was verified by PIN;
-Whether the transaction was completed through Apple Pay, Google Pay, or another tokenized payment method;
-Whether the transaction was directly cleared without 3DS authentication;
-Whether the cardholder previously made a purchase, subscription, pre-authorization, or card-binding request with the merchant;
-Whether the cardholder has contacted the merchant to request a refund or cancellation.
Generally, transactions authenticated through 3DS, PIN, or tokenized payment methods may have a lower likelihood of a successful Chargeback. Transactions cleared directly without 3DS authentication may have a relatively higher likelihood of success.
The final outcome remains subject to the decision of Visa, the card issuer, and the relevant partners.
6. Multiple-Transaction or Bulk Disputes
If multiple suspected fraudulent transactions occurred on the same card, the customer may request an assessment to determine whether the transactions qualify for bulk dispute processing.
Bulk disputes generally must meet all of the following conditions:
-The transactions were made using the same card;
-The transactions involved the same merchant;
-The transactions involved the same acquirer;
-The transactions fall under the same dispute category;
-The transactions occurred at the same merchant location;
-Each transaction does not exceed USD 25;
-Each bulk dispute contains no more than 25 transactions;
-The total value of each bulk dispute does not exceed USD 250;
-The transactions relate only to specified digital-goods merchants under MCC 5815, 5816, 5817, or 5818.
Final eligibility for bulk dispute processing remains subject to the review and decision of Visa, the card issuer, and the relevant partners.
7. Other Terms
By submitting a Chargeback claim, the customer confirms that they have read, understood, and agreed to the above rules, including the case handling fee, potential additional fees, processing timeline, and uncertainty of the final outcome.
Before submitting a claim, customers should carefully confirm the transaction details, their intention to proceed, and their responsibility for the applicable fees.
For further assistance, please contact the UPay Customer Support Team or your account manager.
Thank you for your understanding and cooperation.
UPay Team
Everything Can Be UPay✨