Each party's responsibilities
Alipay offers help to guide you through the dispute process. There are some general dispute processing principles both parties need to know and comply with.
Your Responsibilities
You should ensure the fulfillment of the transaction, provide high-quality customer service, and try to solve the cardholder’s dispute before it happens.
When a dispute is received, you need to:
- Review the cardholder’s claim.
- Decide how to respond to the dispute.
- Gather appropriate evidence to contest their statement.
- Provide a response and evidence to Alipay within the required time frame.
Submitting evidence is a signal to the issuer that you don’t accept the dispute and want the funds returned to you (if applicable). Once you submit the evidence, it cannot be changed. You need to be responsible for the contents and quality of the evidence.
Alipay’s Responsibilities
When a dispute happens, Alipay will:
- Notify you of the dispute received and the necessary details of disputes relating to the payments.
- (If applicable) Freeze and debit the disputed amount, plus a dispute fee, from your account once a chargeback happens (For information about fees, contact BD).
- Walk you through the steps of submitting convincing evidence to counter the chargeback.
- Get back to you with the chargeback outcome after the issuer reviews your submitted documents and determines the chargeback liability.
- (If applicable) Credit the disputed amount from your account if the final result is in favor of the merchant.
Throughout this process, Alipay facilitates the dispute case, but it’s your liability to check the refund status, prepare the defense documents, and provide them within the prespecified time frame. Alipay doesn’t influence the outcome, which is at the sole discretion of the account owner’s bank or card scheme. In no event will Alipay be liable to compensate merchants, sellers, or any other person for any loss suffered in connection with disputes.
Other requirements
If you challenge a dispute, you need to ensure you know the specific reason code for the dispute and provide evidence that satisfies the defense criteria for the specific dispute reason. In addition, the dispute-related information and documents provided should also be:
- Authentic, complete, and legible,
- Provided in English (non-English materials must be accompanied with English translation).