Refund & Dispute Policy
Clear guidelines on transaction cancellations, return of funds, and merchant disputes.
1 Customer Refund Process
SMS Sync Pay operates as an intermediary payment gateway and aggregator. Customers seeking refunds for physical products, services, or subscriptions must first contact the merchant from whom the goods were purchased according to the merchant’s individual store return policies.
If an order is cancelled or eligible for refund, the merchant initiates the reversal or manual payout from their settled merchant wallet.
2 Unmatched or Erroneous Customer Payments
In cases where an end-customer sends money to an aggregator platform MFS number (bKash/Nagad/Rocket) but fails to complete checkout or inputs an incorrect order identifier:
- The customer may contact platform support at support@example.com with their sender mobile number and SMS TrxID.
- Once validated against platform SMS gateway logs, unmatched funds will be returned to the origin mobile account within 3 business days.
3 Gateway Processing Fees on Reversals
Transaction processing commission fees (the flat fee plus percentage charged per package schedule) are incurred for technical transmission and verification. In the event of a customer refund, processing fees already collected by the platform are non-refundable unless the cancellation was caused by a verified platform gateway outage.
4 Dispute & Fraud Investigation
Any suspicious transactions flagged for chargeback or fraud will undergo a 7-day administrative hold during which the merchant must provide proof of delivery or service fulfillment.