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What is your refunds policy?

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ePaymentSupport.com has a commitment to ensuring that you are completely satisfied with the product that you have received and the way that your payment has been processed.


In rare situations however, it may be necessary to refund a transaction back to your bank account for a variety of reasons.


Our general refund policies, subject to our internal business rules are as follows:


Refunding physical goods and services.

  • The website or online store where the purchase was initiated will always be given the opportunity to rectify the situation before a refund through ePaymentSupport.com will be initiated.
  • If the website or online store has not responded to a request to rectify the situation within 72 hours, a refund through ePaymentSupport.com may be considered.
  • If ePaymentSupport.com deems that the website or online store’s response is unsatisfactory, a refund may be considered.
  • ePaymentSupport.com may decide that further investigation of the refund request is required, which will be conducted between ePaymentSupport.com and the website or online store before a refund is processed.
  • There may be policies specific to refunds on the online store’s website which will be taken into account by our team before a refund is processed.
  • Once a refund has been approved by our team, please allow 10 business days for your payment account to be credited.


Refunding memberships, subscriptions and digital products. 

  • The website where the transaction was initiated will always be given the opportunity to rectify the situation before a refund through ePaymentSupport.com will be initiated.
  • If the website has not responded to a request to rectify the situation within 72 hours, a refund through ePaymentSupport.com may be considered.
  • If ePaymentSupport.com deems that the website or online store’s response is unsatisfactory, a refund may be considered.
  • ePaymentSupport.com may decide that further investigation of the refund request is required, which will be conducted between ePaymentSupport.com and the website or online store before a refund is processed.
  • There may be policies specific to refunds on the online store’s website which will be taken into account by our team before a refund is processed.
  • To avoid being recharged, all subscription cancellation requests must be made 24 hours before the billing date.
  • Once a refund has been approved by our team, please allow 10 business days for your payment account to be credited.


Refunding duplicate transactions / purchases

  • A duplicate transaction is a payment that is made by a customer in error, normally in quick succession. These types of duplicate transactions may or may not be able to be instantly reversed by the ePaymentSupport.com team, depending on the nature of the transaction.
  • Duplicate transactions made for physical goods and services may need to be addressed by the online store or website to ensure that multiple goods or services have not been shipped. ePaySupport will happily liaise with the online store on your behalf in these situations.
  • Depending on the nature of the purchase, duplicate transactions made for subscriptions, memberships or similar online digital products may be instantly refunded, depending on the website’s terms and conditions.



Refunding fraudulent transactions

  • If you believe that your account details have been compromised or used fraudulently, you will be eligible for a full refund, pending an investigation by our security department.
  • Please contact our support department by phone to make a compromised account report and initiate the refund process with one of our customer support team.


We pride ourselves on our quick and efficient resolution of all disputes. If you have any further questions about our dispute resolution process, please contact us by support ticket, phone or live chat.



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