Refund & Dispute Policy

1. Policy Scope

This Refund Policy applies to all payment transactions processed through CSAPay's UPI infrastructure, including QR codes, payment links, and API checkouts. It outlines procedures for refunds initiated by merchants, customer disputes, and chargeback handling.

2. Merchant-Initiated Refunds

2.1 How to Issue a Refund

Merchants can process refunds via:

• Dashboard: Navigate to Transactions → Select payment → Click "Refund"
• API: POST to /v2/refunds with the original transaction ID and refund amount
• CSV Bulk Upload: For enterprise accounts, contact support@csapay.in

2.2 Partial vs Full Refunds

• Full Refund: Entire transaction amount returned to customer
• Partial Refund: Only a portion refunded; remaining amount stays settled to merchant
• Multiple partial refunds can be issued against a single transaction until the total refunded amount equals the original payment

2.3 Refund Eligibility

Refunds can only be issued for:

• Transactions that have reached "settled" status in your dashboard
• Payments made within the last 180 days (per NPCI guidelines)
• Transactions where the customer's UPI ID/bank account is still active

3. Customer Disputes & Chargebacks

3.1 Dispute Initiation

If a customer disputes a transaction via their bank or UPI app:

1. NPCI forwards the dispute to CSAPay with a unique dispute ID
2. We notify you via email and dashboard alert within 24 hours
3. You have 7 calendar days to submit evidence (order proof, delivery confirmation, customer communication)
4. NPCI reviews evidence and issues a final decision (typically 15-30 days)

3.2 Merchant Responsibilities

• Respond to dispute notifications within the stipulated timeframe
• Provide clear, legible evidence in PDF/JPG format
• Maintain records of transactions for at least 180 days

3.3 Outcomes

• Merchant Wins: No financial impact; transaction remains settled
• Customer Wins: Amount reversed + chargeback fee applied
• Insufficient Evidence: Treated as merchant loss by default

4. Refund Fees & Financial Impact

4.1 Transaction Fees

• Refunded Amount: Original transaction fee is not refunded to the merchant
• Example: ₹1000 payment with 2% fee (₹20). Full refund of ₹1000 to customer. Merchant bears the ₹20 fee.

4.2 Chargeback Fees

If a dispute results in a chargeback against you:

• NPCI chargeback fee: ₹250 per dispute (non-refundable)
• Additional CSAPay administrative fee: ₹100 per chargeback (waived for first 3/month for Standard plan)

4.3 Settlement Adjustments

Refunds and chargebacks are deducted from:

1. Your available settled balance, OR
2. Next incoming settlements if balance is insufficient, OR
3. Linked bank account via auto-debit mandate (if enabled)

5. Processing Timelines

Timelines are estimates and subject to NPCI, bank, and customer-side processing delays.

6. Failed or Reversed Refunds

6.1 Common Failure Reasons

• Customer's bank account closed or UPI ID deactivated
• Insufficient details in original transaction metadata
• NPCI or bank-side technical errors

6.2 Resolution Process

1. Failed refunds appear as "Failed" in your dashboard with an error code
2. Contact support@csapay.in with the refund ID and error details
3. Our team will attempt reprocessing or provide alternative resolution steps
4. If unresolved after 14 days, the amount may be credited back to your settled balance

7. Fraud & Unauthorized Transactions

7.1 Merchant Protection

CSAPay provides tools to reduce fraud risk:

• Real-time transaction monitoring and anomaly alerts
• Webhook signatures to verify payment authenticity
• Optional IP geolocation and device fingerprinting (enterprise)

7.2 Reporting Suspicious Activity

If you suspect fraudulent transactions:

1. Immediately freeze further payouts via dashboard or API
2. Email security@csapay.in with transaction IDs and evidence
3. File an FIR with local cybercrime authorities if financial loss exceeds ₹50,000
4. Cooperate with CSAPay's investigation team

7.3 Liability

Per our Terms of Service, merchants are responsible for verifying customer orders before fulfilling goods/services. CSAPay is not liable for losses due to merchant-side fraud or failure to follow security best practices.