Dispute Policy

1. Overview

SnappyPay Systems is the merchant of record for every customer card transaction. When a question or concern arises about a purchase, we ask cardholders to contact us directly before initiating a chargeback. In most cases, the underlying issue can be diagnosed and resolved through our customer support channel faster than through the formal dispute process.

2. Contact Us First

Every SnappyPay Systems purchase comes with a support phone number that connects directly to our customer support team. Whether your question is about a charge you do not recognize, a code that was not delivered, or a refund you would like to request, our team can typically resolve the issue in a single contact.

Customer support is available Monday through Friday, 8:00 AM - 8:00 PM Eastern. Email Support@SnappyPay.com. Phone 1-877-210-1090. Email responses within one business day.

3. Dispute Response Timeline

When a chargeback or dispute is initiated with the issuing bank, SnappyPay Systems responds promptly and provides full documentation through the acquirer’s dispute management process:

• Acknowledgement. Disputes are acknowledged internally within one business day of receipt.
• Investigation. Transaction records, code lifecycle records, cardholder confirmation records, and customer support history are reviewed.
• Response. Documentation is submitted through the acquirer’s dispute management process within the timelines required by the card networks.

4. Evidence and Documentation

Every transaction is recorded with a complete, time‑ordered audit trail. The evidence available to resolve a dispute typically includes:

• Order details — date, amount, billing address, and IP address at order creation.
• Card authorization record — acquirer authorization identifier and response code.
• Cardholder confirmation — the time and channel of the out‑of‑band purchase confirmation by the cardholder.
• Code lifecycle — the issuance, delivery, application, and invalidation of the redemption code.
• Receipt — the receipt sent to the customer at the time of purchase.
• Support history — the history of any customer support contact related to the purchase.

5. Fraudulent and Unauthorized Transactions

If, after review, a purchase is confirmed to have been initiated without the cardholder’s authorization, the transaction is refunded in full and the associated account is restricted from further activity. We cooperate with issuers and law enforcement on confirmed unauthorized transaction investigations.

6. Dispute Prevention Practices

The platform is engineered to reduce the conditions that produce disputes. Each control listed below directly addresses a common cause of cardholder confusion or unauthorized‑use claims:

• A clearly identified seller with a working customer support phone number, so cardholders can resolve questions before they escalate.
• Receipt at the time of purchase identifying SnappyPay Systems as merchant of record and detailing the transaction.
• Out‑of‑band cardholder confirmation before settlement, producing an independent record of intent.
• Velocity and anomaly controls that block patterns inconsistent with normal commerce before settlement occurs.
• Geographic enforcement rejecting purchases from billing or shipping addresses outside the United States and Canada at order creation.
• Direct customer support available Monday through Friday, 8:00 AM - 8:00 PM Eastern.

7. Chargeback Misuse

Filing a chargeback for a transaction that was legitimately authorized and fulfilled can result in restriction of future access to SnappyPay Systems. We encourage cardholders to use our direct support channel as the first step, which avoids the chargeback process entirely when a refund or correction is appropriate.

8. Related Policies

This Dispute Policy should be read together with our Terms of Service, Refund Policy, and Guarantee Policy.

9. Contact

For dispute‑related inquiries, contact Support@SnappyPay.com or call 1-877-210-1090. Email responses within one business day.