Refund, Cancellation & Chargeback Policy
How refunds, cancellations, disputes and chargebacks are handled across Digiway-facilitated payments, and who is responsible at each step.
Who Is Responsible for What
Digiway coordinates. The merchant owns the commercial relationship, and the payment partner controls the money movement.
The Merchant
Remains responsible for its goods and services, delivery, cancellation terms, customer disclosures, published refund policy and supporting evidence for any dispute.
The Payment Partner
The bank, payment aggregator, gateway or card network controlling the transaction determines the outcome of a refund, reversal or chargeback under the applicable scheme rules.
Digiway
Receives and coordinates the complaint, identifies the responsible entity and shares the references needed. Digiway does not decide a chargeback and does not hold or settle merchant transaction funds.
The Customer
Should first raise the issue with the merchant they paid, then use the payment provider's dispute route if unresolved.
Key Terms
These are distinct processes with different owners and different timelines
Refund
A merchant-initiated return of funds against a successful payment, processed through the refund facility supported by the underlying payment partner. Availability, partial-refund support and timing depend on that partner.
Cancellation
Cancelling an order or service before fulfilment, under the merchant's own published cancellation terms. Whether a cancellation results in a refund is determined by those terms.
Chargeback
A dispute raised by the payer through their issuing bank or card network. The network's rules, evidence requirements and timelines govern the process and the final decision.
Failed or Pending Payment
Not a refund. Check the final status before acting — an on-screen message alone is not proof. Never collect again on a pending transaction, as this creates duplicate-payment risk.
Evidence to Retain
Keep transaction references, customer communications, invoices, fulfilment records and proof of delivery available for authorised dispute, fraud and audit requests.
No Guaranteed Outcome
Digiway does not promise an automatic refund, a successful reversal, a chargeback win or a fixed resolution time. Any such statement requires the responsible provider's written approval.
Raising a Refund or Dispute
Follow this sequence so the request reaches the party that can act on it
Check the Final Status
Confirm the transaction's recorded final status in the dashboard or partner record before raising anything.
Contact the Merchant
Customers should first approach the merchant they paid, under that merchant's published refund and cancellation terms.
Raise It with Digiway
Email support@digiwaypayment.com with the transaction reference, date, amount and a clear description. Do not send OTPs, PINs, CVV or card numbers.
Partner Determination
Digiway coordinates with the responsible bank, aggregator or network, which applies its own rules to reach the outcome.
Frequently Asked Questions
Need Help with a Refund or Dispute?
Send the transaction reference and a short description, and our team will identify the responsible provider and the next step.