Dispute & Chargeback Policy

1. PayServ's Role in Disputes

PayServ is an Independent Software Vendor (ISV) and neutral payment orchestration middleware. We are not a payment processor, acquirer, or money transmitter. As such, PayServ is not a party to payment disputes or chargebacks between Merchants and their end customers.

All payment disputes and chargebacks are managed directly between the Merchant, their end customer, and the relevant downstream Payment Service Provider (PSP).

2. Chargeback Responsibility

Merchants are solely responsible for: responding to chargeback notifications issued by their PSP(s); providing the required transaction evidence and documentation to their PSP within the PSP's stated dispute resolution window; and any chargeback fees, fines, or penalties imposed by their PSP or card network.

PayServ does not absorb, indemnify, or participate in chargeback liability. Merchants must maintain chargeback ratios within the thresholds required by their PSP agreements.

3. Dispute Evidence & Platform Data

PayServ maintains API transaction logs that may be useful as evidence in a payment dispute. These logs include: transaction ID, timestamp, routing provider, request status, response code, and idempotency key.

Merchants may request transaction log exports from the PayServ dashboard or by contacting support@payserv.com. Logs are retained for 90 days and are available for export in CSV or JSON format.

Note: PayServ logs do not include cardholder data (PAN, CVV, expiry) as this data is captured exclusively within PSP-controlled Hosted Fields and never transmitted to PayServ servers.

4. Disputes with PayServ (Platform Fees)

If you believe a PayServ platform fee was charged in error, contact billing@payserv.com within 30 days of the invoice date. Include your account name, invoice number, and a description of the disputed charge.

PayServ will investigate and respond within 10 business days. If an error is confirmed, a credit or refund will be issued per our Refund & Cancellation Policy.

5. Fraudulent Transactions

If you detect or suspect fraudulent activity through your PayServ account or connected PSP(s), immediately: (a) rotate your PayServ API keys and PSP credentials; (b) notify your PSP's fraud team; (c) contact PayServ support at security@payserv.com.

PayServ will cooperate with fraud investigations by providing transaction log data as permitted by applicable law.