Chargeback & Payment Dispute Policy

Welcome to Fenzoria Distribution Hub.

At Fenzoria Distribution Hub, we are committed to maintaining fair, transparent, and secure payment practices for both our customers and our business. While we strive to resolve all payment-related concerns quickly through our Customer Support Team, we understand that customers may occasionally raise payment disputes or initiate chargebacks through their financial institution.

This Chargeback & Payment Dispute Policy explains how payment disputes are handled, the responsibilities of both parties, our investigation process, and the procedures followed when a chargeback is initiated.

By placing an order through Fenzoria Distribution Hub, you acknowledge that you have read, understood, and agreed to this Chargeback & Payment Dispute Policy.

Our Commitment

Fenzoria Distribution Hub is committed to:

  • Fair dispute resolution.
  • Secure payment processing.
  • Transparent communication.
  • Responsible transaction handling.
  • Customer protection.
  • Fraud prevention.
  • Compliance with applicable financial regulations.

We encourage customers to contact us directly before initiating a chargeback so that we may attempt to resolve the matter promptly.

What Is a Chargeback?

A chargeback is a payment dispute initiated by a customer through their bank, card issuer, or payment service provider requesting reversal of a completed transaction.

Chargebacks are generally intended to protect customers against:

  • Unauthorized Transactions
  • Payment Fraud
  • Duplicate Charges
  • Processing Errors

Chargebacks should not normally be used as an alternative to our published Return, Refund & Cancellation procedures where customer support can reasonably resolve the issue.

Payment Disputes

Customers who believe there has been an issue with a payment are encouraged to contact our Customer Support Team before approaching their bank or payment provider.

Many issues can be resolved quickly, including:

  • Payment Not Reflected
  • Duplicate Payments
  • Failed Transactions
  • Refund Status
  • Incorrect Charges
  • Order Verification
  • Technical Payment Errors

Our support team will investigate the matter and provide assistance wherever reasonably possible.

When to Contact Us First

We strongly recommend contacting us first if:

  • You have not received an order confirmation.
  • Payment has been deducted but your order was not created.
  • You accidentally placed duplicate orders.
  • You believe an incorrect amount was charged.
  • Your refund has not yet been reflected.
  • Your order has been delayed.
  • You received an incorrect or damaged product.
  • You have questions regarding billing.

Many payment concerns can be resolved without the need for a formal chargeback.

Chargeback Investigation

When a chargeback is initiated, we may conduct an internal review which may include:

  • Order Records
  • Payment Confirmation
  • Shipping Documentation
  • Courier Delivery Confirmation
  • Customer Communications
  • Website Activity Logs
  • Fraud Prevention Records
  • Payment Gateway Information
  • Refund History

Supporting documentation may be provided to the relevant payment provider during the dispute resolution process.

Information We May Submit

Where appropriate, we may submit evidence including:

  • Order Confirmation
  • Invoice
  • Payment Confirmation
  • Shipping Details
  • Delivery Confirmation
  • Tracking Information
  • Customer Communications
  • Refund Records
  • Product Information
  • Applicable Policies Accepted During Checkout

This information is provided solely for the purpose of resolving the dispute.

Fraud Prevention

To protect both customers and our business, chargebacks may be reviewed for potential fraud.

Examples include:

  • Unauthorized Payment Claims
  • Duplicate Refund Requests
  • False Delivery Claims
  • False Damage Claims
  • Product Retention After Refund
  • Identity Misrepresentation
  • Payment Abuse
  • Promotional Abuse

Every dispute is reviewed individually based on available evidence.

Unauthorized Transactions

If you believe your payment was made without your authorization, please contact both:

  • Your Bank or Card Issuer.
  • Fenzoria Distribution Hub Customer Support.

Prompt reporting helps us cooperate with financial institutions and investigate the matter more efficiently.

Duplicate Payments

If multiple payments were made for the same order due to a technical issue or accidental submission, please contact us before initiating a chargeback.

After verification, eligible duplicate payments will be addressed in accordance with our applicable refund procedures.

Refunds During Active Disputes

Where a chargeback has already been initiated with a financial institution:

  • Refund processing may be temporarily paused while the dispute remains under review.
  • Duplicate refunds cannot generally be issued for the same transaction.
  • Resolution will follow the outcome of the payment dispute process where applicable.

Customer Responsibilities

Customers are expected to:

  • Review their order carefully before completing payment.
  • Contact Customer Support before initiating a chargeback whenever reasonably possible.
  • Provide accurate payment information.
  • Cooperate during dispute investigations.
  • Submit truthful and complete information.
  • Monitor communications from both their bank and Fenzoria Distribution Hub.

Abuse of Chargeback Process

Chargebacks submitted in bad faith or for purposes inconsistent with applicable payment rules may be considered an abuse of the payment dispute process.

Examples include:

  • Requesting a chargeback after successfully receiving and retaining the product without a valid basis.
  • Submitting multiple disputes for the same transaction.
  • Providing false or misleading information.
  • Seeking refunds after receiving an approved replacement or refund for the same order.
  • Misusing promotional offers to obtain unauthorized financial benefit.

Where abuse is reasonably identified, we reserve the right to:

  • Contest the chargeback.
  • Decline future orders.
  • Suspend or restrict customer accounts.
  • Refuse additional promotional benefits.
  • Take other actions permitted under applicable law.

Nothing in this section limits any statutory consumer rights available under applicable law.

Resolution Process

Depending on the circumstances, a payment dispute may result in:

  • Chargeback Reversal.
  • Customer Refund.
  • Partial Refund.
  • Transaction Confirmation.
  • Additional Investigation.
  • Other lawful resolution determined by the financial institution or payment service provider.

Each matter is assessed individually.

Third-Party Payment Providers

Payments are processed through trusted third-party payment service providers.

Chargeback procedures are governed not only by this policy but also by the applicable rules of:

  • Banks
  • Card Networks
  • UPI Service Providers
  • Payment Gateways
  • Financial Institutions

Customers may also be subject to the dispute resolution procedures of those providers.

Limitation of Liability

Fenzoria Distribution Hub is not responsible for:

  • Processing timelines of banks or payment providers.
  • Decisions made by card issuers or financial institutions.
  • Delays caused by payment gateway investigations.
  • Technical interruptions affecting third-party financial systems.

We will, however, cooperate reasonably during any legitimate investigation.

Policy Updates

We reserve the right to modify this Chargeback & Payment Dispute Policy at any time to reflect changes in payment industry practices, legal requirements, operational procedures, or fraud prevention measures.

The latest version published on our website shall apply.