This policy explains how ZurvaPay handles disputes raised by customers, merchants, or payment partners over a transaction processed through our Services.
1. What Counts as a Dispute
- A customer says they paid but did not receive the goods or service they ordered.
- A customer says a transaction was made without their authorisation.
- A merchant believes a payment was incorrectly reversed, reported as failed, or not settled.
- A chargeback or complaint raised through JazzCash, Easypaisa, Raast QR, or a bank.
2. How to Raise a Dispute
Customers can raise a dispute by contacting the merchant directly first, or by reaching ZurvaPay through our Contact page with the order reference, transaction ID, and a description of the issue. Merchants can raise or respond to a dispute through their support ticket in the dashboard.
3. Evidence We May Ask For
To investigate fairly, we may ask the merchant for proof of delivery or service completion, communication with the customer, invoices, and order records; and we may ask the customer for proof of payment and communication with the merchant.
4. Investigation and Resolution
We review the evidence from both sides, and where the dispute involves a bank or wallet partner (JazzCash, Easypaisa, Raast QR), we coordinate with them under their own dispute timelines. Depending on the outcome, a disputed amount may be released to the merchant, refunded to the customer, or held pending further action. We aim to resolve disputes as quickly as the evidence allows, and complex cases (including suspected fraud) may take longer.
5. Fraud-Related Disputes
Where a dispute indicates fraud — for example, a merchant issuing fake invoices to collect payment for goods or services that don't exist — the affected merchant account may be restricted under our Merchant Account Blockage Policy while the matter is investigated, and relevant transaction and account data may be shared with the affected customer's bank, our payment partners, or a government/law-enforcement authority as described in our Privacy Policy, so the matter can be properly pursued.
6. Escalation
If you are not satisfied with how a dispute was handled, you may escalate it through our Contact page for a further review.