Merchant Dispute Policies and Procedures

We are committed to providing our customers and merchants with a seamless and secure experience. However, we understand that disputes may arise from time to time. This Dispute Policy outlines the procedures and guidelines for resolving disputes effectively. A dispute may arise for a variety of reasons:

1. Goods or services were not provided as agreed or contracted;
2. Cancellations or returns;
3. Damaged or defective goods or services;
4. Goods not received or services not performed;
5. Dissatisfaction with goods or services provided;
6. Billing errors;
7. Shipping delays;
8. Pricing mistakes;
9. Additional reasons not defined above.

The inability to clear the account balance due to insolvency is not a valid dispute.

Dispute Notification

Resolve must be immediately notified of a disputed invoice or invoices at accounts@resolvepay.com.

Merchant Responsibilities

• Merchants must immediately notify Resolve of any disputes related to their customers' accounts with Resolve.
• Disputes should be reported through our designated customer support channels: accounts@resolvepay.com or help@resolvepay.com.
• The dispute notification must include all relevant details, such as the invoice number, the amount disputed, and a clear explanation of the dispute reason.

Dispute Resolution Process

Investigation

• Upon receiving notice of a dispute, Resolve will initiate an investigation into the dispute and notify both parties.
• All relevant information, including invoice records, communications, and transaction details, will be reviewed during the investigation.

Communication

• Resolve will facilitate communication between the customer and the merchant throughout the dispute resolution process.
• We may request additional information or documentation from both parties to resolve the dispute.
• Timely follow-up is imperative for a swift resolution of all dispute proceedings. Failure to respond in a timely manner (10 days) can result in a unilateral decision, at which point the invoice can be voided, and the advanced balance might be clawed back, including fees.

Decision Making

• A decision will be made based on the evidence provided by the customer and the merchant.
• We aim to reach a fair and unbiased resolution within a reasonable time frame.

Resolution Options

• Possible resolutions may include but are not limited to:
  • Full invoice refund
  • Partial invoice refund 
  • If the dispute is found to be unsubstantiated, no refund will be made, and it is the customer's responsibility to clear the balance due.

Dispute Outcome

• Resolve will communicate the resolution to both the customer and the merchant.
• Our decision is final and binding.

Resolve is committed to providing our customers and merchants with a fair, transparent, and timely dispute resolution process. Should any questions arise regarding this policy, please contact us at accounts@resolvepay.com.