Dispute Resolution

Overview

Wittypay is committed to resolving disputes fairly and efficiently. This Dispute Resolution Policy outlines the procedures for handling transaction disputes, chargebacks, refunds, and other conflicts between merchants, customers, and Wittypay.

We believe that most disputes stem from misunderstandings that can be resolved quickly and amicably. Our goal is to provide a clear, transparent process that protects both merchants and their customers.

Transaction Disputes

2.1 Reporting a Dispute

If you identify an issue with a transaction, you must:

• Report the dispute within 7 days of the transaction date
• Provide the transaction reference number and date
• Explain the nature of the dispute with supporting evidence
• Submit relevant documentation (receipts, communication logs, screenshots, etc.)

2.2 Investigation Process

Chargebacks

3.1 What is a Chargeback?

A chargeback occurs when a customer disputes a transaction directly with their bank or card issuer, resulting in a forced reversal of funds. Chargebacks bypass the merchant and are initiated through the payment card network (Visa, Mastercard, Verve).

3.2 Common Chargeback Reasons

3.3 Chargeback Process

When a chargeback is filed:

1. Wittypay is notified by the issuing bank (typically within 30–60 days of the transaction)
2. The disputed amount is immediately deducted from your settlement balance
3. You have 7 days to respond with evidence to contest the chargeback
4. Wittypay submits your evidence to the issuing bank for review
5. Final decision is made by the bank (typically within 60–90 days)

3.4 Merchant Evidence Requirements

To successfully dispute a chargeback, provide:

• Proof of delivery (tracking number, delivery confirmation, customer signature)
• Customer communication logs (emails, SMS, WhatsApp, chat transcripts)
• Product descriptions, terms of sale, and your published refund policy
• IP address, device fingerprint, and transaction timestamp
• AVS (Address Verification System) and CVV match results
• Customer account history and prior purchase patterns

3.5 Chargeback Fees

A chargeback fee of ₦2,000 is deducted for each chargeback filed, regardless of the outcome. This fee covers administrative and processing costs incurred during investigation.

Refunds

4.1 Merchant-Initiated Refunds

Merchants can initiate refunds directly through the Wittypay dashboard:

• Full or partial refunds can be processed within 180 days of the original transaction
• Refunds are processed within 5–10 business days to the customer's original payment method
• Transaction fees are not refunded on merchant-initiated refunds
• Merchants must maintain a clear refund policy on their website or application

4.2 Customer-Requested Refunds

Customers should contact the merchant directly for refunds. If the merchant is unresponsive or refuses a valid refund request:

• Customer contacts Wittypay support with the refund request and supporting evidence
• Wittypay mediates between the merchant and customer
• If the merchant does not respond within 7 days, Wittypay may force a refund
• Forced refunds may result in merchant account penalties

Merchant-Customer Disputes

Disputes between merchants and customers regarding product quality, delivery, or service should first be handled directly between the parties. Wittypay may intervene if:

• The merchant violates Wittypay's Terms of Service
• The customer alleges fraud or unauthorized charges
• Either party requests mediation through Wittypay

Internal Escalation Process

If you are not satisfied with a dispute resolution outcome, you may escalate through the following levels:

Arbitration

7.1 Binding Arbitration Agreement

For disputes exceeding ₦500,000 that cannot be resolved through internal processes, both parties agree to binding arbitration administered by the Chartered Institute of Arbitrators (CIArb), Lagos, Nigeria.

7.2 Arbitration Rules

• Arbitration shall be conducted under the CIArb Arbitration Rules
• The arbitration tribunal shall consist of one arbitrator mutually agreed upon by both parties
• If parties cannot agree on an arbitrator within 14 days, CIArb will appoint one
• The arbitration shall be conducted in English
• The seat of arbitration is Lagos, Nigeria
• The arbitrator's decision is final and binding on both parties

7.3 Arbitration Costs

Arbitration costs, including arbitrator fees and administrative costs, shall be shared equally between the parties, unless the arbitrator decides otherwise based on the outcome of the proceedings.

7.4 Exceptions to Arbitration

Either party may seek injunctive relief or enforce intellectual property rights in Nigerian courts without resorting to arbitration first. Emergency relief may also be sought in court while arbitration proceedings are pending.

Regulatory Complaints

If you believe Wittypay has violated Nigerian regulations, you have the right to file a complaint with the appropriate regulatory authority:

Filing a regulatory complaint does not waive your right to pursue internal dispute resolution or arbitration simultaneously.

Contact Us

For all dispute-related inquiries, our Dispute Resolution Team is available through the following channels. Please have your transaction reference number ready when contacting us.

When emailing or messaging us about a dispute, please include: your merchant ID, the transaction reference, the dispute amount, and a brief description of the issue.