General Guidelines for Refunds with Maya

A. Consumer disputes

1. Services rendered or merchandise not received
   1. Please provide documentation showing proof of services rendered and/or proof of delivery to the cardholder’s billing address along with a rebuttal letter to address the cardholder’s specific complaint. Kindly refer to the attached bank docs to validate the cardholder’s dispute.
2. Canceled transaction
   1. The cardholder claims service was canceled and/or merchandise was returned. Please provide a rebuttal letter to confirm or deny this claim along with proof of properly disclosed terms and conditions.
3. Credit not processed
   1. The cardholder claims he or she is due for credit, but it was not processed. Please provide a rebuttal letter to confirm or deny this claim along with proof of properly disclosed terms and conditions.
4. Not as Described or Defective merchandise/service
   1. The cardholder claims the item purchased was defective and/or not as described. Please provide a rebuttal letter to confirm or deny this claim along with proof that the purchased item was as described or not defective.

B. Fraud Dispute

1. No cardholder authorization / Fraud card absent
   1. The cardholder denies participation and/or did not authorize a fraudulent transaction. Please provide compelling evidence such as proof of the cardholder’s participation, proof that the cardholder utilized the service and/or received the items, and/or proof that the cardholder authorized the transaction.

C. Processing error

1. Duplicate processing
   1. The cardholder claims he was billed twice (or multiple times) for the same transaction. Please provide two separate proof of deliveries/charge slips, and invoices showing proof of two valid transactions.
2. Paid by other means
   1. The cardholder claims the transaction was paid by alternate means – cash, cheque or another card. Please provide a rebuttal letter to confirm or deny this claim along with proof that both transactions are valid.
3. Incorrect amount
   1. The cardholder claims he or she was charged an incorrect amount, or it was altered. Please provide a rebuttal letter to confirm or deny this claim along with proof that the bill amount is correct.