Dispute

1. Dispute Handling Process

1.1 Within what time frame can a user initiate a dispute?

Users typically have up to 180 days from the transaction date to initiate a dispute. The specific time limit may vary depending on card network regulations and the nature of the dispute.

1.2 Can users initiate disputes arbitrarily?

Users must provide valid reasons for disputes as defined by credit card organizations (e.g., Visa, Mastercard). Common valid reasons include: fraudulent transactions, non-receipt of goods/services, significant discrepancy in product description, duplicate charges, and unprocessed refunds. Issuing banks conduct preliminary reviews and may reject applications with insufficient grounds or evidence.

1.3 What is pre-arbitration? Under what circumstances does it occur? How should it be handled?

Pre-arbitration is a subsequent phase in the dispute process that may be initiated when the issuing bank does not accept the evidence submitted by the merchant. The detailed process is as follows:

User initiates a dispute -> PayerMax notifies the merchant -> Merchant submits defense materials -> PayerMax submits materials to the issuing bank -> If evidence is accepted, the dispute is closed and funds are returned to the merchant -> PayerMax notifies the merchant of the result;

If evidence is not accepted, the issuing bank may initiate pre-arbitration and submit new evidence -> PayerMax notifies the merchant -> Merchant decides whether to participate in pre-arbitration -> PayerMax relays the decision to the channel -> Card network makes a final ruling -> PayerMax notifies the merchant of the arbitration result.

1.4 Which countries/payment methods allow dispute initiation?

Disputes may arise with all payment methods. Users must submit valid reasons and evidence to their issuing bank/e-wallet provider for review. Once approved, a formal dispute is established. The specific handling process is as described in Question 1.3.

1.5 How long does it typically take to notify merchants of dispute results?

The dispute resolution process typically takes approximately 180 days. The actual duration may vary depending on the payment channel, country/region, and payment method.

1.6 What should be done if a dispute remains unresolved after 180 days?

This situation usually occurs with non-card payment methods due to delayed feedback from upstream channels. We will continue to follow up and actively promote case resolution.

1.7 How can I check dispute orders?

After a dispute is initiated, the system will send email notifications to your company's risk control email address.

You may also check through:

• Logging into Merchant Platform (MMC) and navigating to Dispute Management → Dispute Inquiry;

• Integrating with Dispute Callback Notification.

1.8 How should I handle a previously resolved dispute that has been raised again?

This situation is relatively rare and typically occurs with non-card payment methods when users initiate a new dispute for the same order. Please submit defense materials following the standard procedure.

2. Dispute Handling Fees

2.1 What fees are involved in dispute cases? Who charges these fees? Are they refundable if we win the dispute?

A dispute handling fee of US$10 per case will be charged for each dispute. This fee is collected by payment channels and card networks. Please note that this fee is non-refundable regardless of the dispute outcome.

2.2 What is the specific amount of the dispute handling fee? Is it a fixed fee?

The current dispute handling fee is US$10 per case. This fee may be adjusted in the future due to changes in payment methods and channel policies. Any changes will be communicated to merchants in advance and reflected in contract updates.

2.3 Who is responsible for paying the dispute handling fee?

According to our contract terms, the dispute handling fee is borne by the merchant. The specific fee amount will be clearly stated in the contract, and this term is non-negotiable.

3. Dispute Evidence Requirements and Submission

3.1 What materials are required to resolve a dispute?

The specific evidence requirements are listed in the dispute notification email. Generally, you should prepare the following documentation:

• User identity information (registered name, UID, phone number, email, IP address, etc.)

• Transaction proof (order details, product/service content, quantity, payment amount, currency, and user name)

• Consumption records (user's historical top-up and consumption records without previous disputes, and records related to the current transaction)

• Proof of delivery (if applicable, including logistics documents, etc.)

• Communication records (if applicable, relevant correspondence with the user)

• Any additional materials that can prove you have provided goods/services as agreed

Please note that specific required evidence should be tailored according to the dispute reason.

3.2 Are sample evidence templates provided for different dispute types? What are the key focuses for preparing materials based on different dispute reasons?

Professional dispute assistance services are available upon request to provide guidance.

The key focuses for evidence preparation across different dispute types are as follows:

• Fraud-related Disputes: Emphasis should be placed on providing user identity information and evidence proving that the transaction was authorized by the account holder.

• Goods/Services Not Received Disputes: Priority should be given to submitting proof of delivery and customer usage records.

• Goods/Services Not as Described Disputes: The focus should be on providing evidence that demonstrates consistency between the shipped products and the original order details.

3.3 What language should be used for dispute evidence? Are there specific language requirements for screenshots?

To ensure a successful dispute defense, all submitted materials (including screenshots and written descriptions) must be in English. Non-English materials may prevent reviewers from accurately understanding the information, which can directly impact the outcome of the dispute.

3.4 How can I submit additional evidence if I have already provided initial materials?

We recommend uploading dispute files through the Merchant Platform (MMC). Once uploaded, files cannot be modified. If you need to supplement materials within the response timeframe, you may reply via email. Requests beyond the response deadline will not be accepted.

3.5 What happens if I don't submit dispute evidence within the required timeframe?

Failure to submit dispute evidence within the specified timeframe will be considered as merchant acceptance of the dispute. The case will be ruled in the user's favor, and the frozen amount will be deducted from your account and refunded to the user.

3.6 Can I still submit evidence after the dispute response deadline? How will it be handled?

We will attempt to submit overdue materials to the channel. However, if the channel's final processing deadline has passed, it will be treated as failure to respond on time, and the dispute will be considered accepted by the merchant.

4. Dispute Withdrawal

4.1 If a user agrees to withdraw a dispute after communication, where should they apply?

The user needs to directly contact their issuing bank or e-wallet provider to request dispute withdrawal. Once successfully withdrawn, please notify our team. We will then verify with the payment channel that the dispute has been formally closed and subsequently release the frozen funds.

4.2 After a user requests dispute withdrawal, when will merchants be notified? Is the handling fee refundable? Is it counted as a win?

Merchants should promptly inform us upon confirming the withdrawal. We will notify merchants after verifying with the channel, with the notification timeframe subject to channel response speed. Please note that the dispute handling fee is non-refundable once charged; however, such cases will be recorded in favor of the merchant.

5. Disputed Outcome

5.1 Where can merchants check the specific reasons if they lose a dispute?

Typically, specific reasons for losing a dispute are not disclosed by upstream payment channels or card organizations.