Refunds and Disputes
Disputes Guideline
Process for resolving contested transactions raised by Customers.
Understanding Disputes
Customers may challenge a transaction due to issues with the payment or the purchased goods and services. Disputes may involve unauthorized charges, incorrect amounts, failed transactions, or dissatisfaction with the items or services received. While Refunds are mutually agreed upon between the Merchant and the Customer, Disputes are initiated unilaterally by the Customer and are reviewed by Score or the payment processor.Eligibility
The ability to initiate a dispute depends on the Payment Method used. Only payments made by Card can be disputed — this is known as a chargeback.
Payments made via Bank Transfers or RTP (e.g., PayNow in Singapore) cannot be disputed.
Chargeback Process
A chargeback is a reversal of a card transaction, typically related to unauthorized charges, duplicate payments, or failed transactions. These disputes are escalated to the payment processor and handled according to the protocols of the card network and processor. The resolution is managed externally and follows the processor’s guidelines.Contact Us
If you need any help with disputing a transaction, please send an email to support@scorefintech.com with the supporting documents or evidence relevant to the dispute.Key Notes
Chargebacks involve an administrative fee charged by the card network, Customers are encouraged to contact Score or the Merchant first before initiating a formal dispute.