Dispute process for payment methods

For merchants accessing different payment methods in different regions, the regular and high-frequency dispute process can be summarized as retrieval request, escalation and chargeback. For merchants who are actively fraudulent, participate in criminal activities, or are enforced by authorities, Ant International reserves the right to delay payment of the net settlement amount to merchants, suspend the payment processing, refunds and chargebacks, and force the netting settlement on payments. Within the scope permitted by relevant laws, Ant International must notify merchants and explain the reasons before exercising any rights to defer payment, suspend transaction, and force netting.

The following table shows the dispute process of different payment methods.

Table 1. Dispute process of payment methods

Notes:

• No dispute process: Ant International dispute operation team will not handle dispute cases for merchants using this payment method. However, it is possible for users to contact merchants directly and resolve disputes through the merchants' own Customer Service and processes.
• APM: Alternative Payment Method (APM) refers to a payment method other than credit/debit cards and Alipay+ Wallet.