refunds

Guidelines for Sellers / Merchants

a. Describe items accurately. Commercial users are required to include a detailed description of the goods being sold, including their specifications, capabilities, and limitations. Photos, video, or audio may help avoid any confusion over what is being purchased and whether the item is in working order.


b. Add tracking numbers. Tracking numbers give buyers timely updates about their shipped orders. Shipping your products with carriers that provide an online tracking service and signature proof of delivery may help protect you against claims of non-delivery.


Although services and personal deliveries aren't protected under the Payment Guarantee Policy, you can increase your chances of winning chargebacks related to these types of transactions by asking buyers to print out and sign copies of their EziPay Wallet receipts stating that your services have been completed to their satisfaction.


c. Avoid duplicate billing. Be sure that your customer pays for the same order only once. If you find multiple orders for a single buyer requesting the same service, we encourage you to verify that the customer intended to place both orders before processing duplicate orders


Additionally, please note that the link included in email invoices for customers to make payments through their EziPay Wallet accounts won’t expire, even if they’ve already made the requested payments.


d. Keep your order status up to date. Make sure that your customers' EziPay Wallet receipts accurately reflect their order statutes. To help buyers set realistic expectations, keep the shipping methods you offer on your site up to date, confirm stock before marking orders as 'shipped' in the EziPay Checkout Merchant Center, and provide shipment updates and tracking numbers as appropriate.


e. Process refunds promptly. Keep your return and cancellation policies up to date and clearly visible to your buyers. Address any requests for cancellations and refunds promptly, and if an order qualifies for a refund, process the refund in a timely fashion.


f. Check your reviews. Ratings and reviews allow buyers to describe their shopping experiences with you, so we recommend that you check your reviews regularly to monitor your customers’ feedback on delivery issues, shipment timelines, and customer service. You can also address specific customers' concerns by responding to reviews.


g. Work with buyers to resolve disputes. We encourage buyers to contact merchants directly to resolve any order-related concerns, so you should respond to all buyer inquiries promptly. If buyers aren’t able to reach you and initiate claims through EziPay instead, however, please be sure to work with EziPay’s mediation specialists to help resolve any issues.