What is a transaction reversal?
A transaction reversal, also known as a chargeback or dispute, is a process to request a refund from a merchant. If you need to initiate a reversal, follow these steps:
Confirm the transaction is completed:
Only completed transactions are eligible for a refund or chargeback. Pending transactions cannot be reversed or refunded until they are fully processed.
Contact the merchant directly:
Your first step should be to request a refund from the merchant. Often, this resolves the issue without requiring further action.
If the merchant refuses a refund:
If you believe you are entitled to a refund but the merchant is uncooperative, contact our support team via https://support.hanawallet.io/ to raise a dispute.
Information needed for a dispute
To ensure your dispute is handled quickly and effectively, provide the following details:
A clear description of the situation:
Include details about what was purchased and the reason for requesting a refund. Provide as much factual information as possible.
Proof of purchase:
Share any relevant documentation, such as receipts, invoices, or links to the product or service purchased online.
Copies of communication with the merchant:
Include all correspondence, such as emails or chat logs, to show the steps you took to resolve the issue with the merchant.
What happens after submitting a dispute?
Once your dispute has been submitted:
The dispute will be reviewed, and the chargeback process will begin.
You will be notified of the outcome once the review is complete.
If the chargeback is successful, you will receive a refund for the agreed amount, which may be all or part of the disputed transaction amount.