How It Works
Resolve issues in three simple steps — no need to contact your bank.
Look Up Your Transaction
Enter your transaction reference and email address to verify your identity.
File Your Claim
Describe the issue, select a reason, and upload any supporting evidence.
Get Resolution
The merchant reviews your claim. If unresolved, our team steps in to arbitrate.
What's Covered
Item Not Received
You paid but never received the goods or service.
Not As Described
The product or service significantly differs from what was advertised.
Unauthorized Transaction
A charge was made without your authorization.
Duplicate Charge
You were charged more than once for the same transaction.
Frequently Asked Questions
How long do I have to file a claim?
You can file a claim within 90 days of the transaction date.
How long does the resolution process take?
Merchants have 7 days to respond to your claim. If they don't respond, the claim is automatically escalated to our review team.
Do I need a EPaySe account?
No. You only need the email address used for your purchase and the transaction reference number (found in your payment confirmation email).
What happens if the merchant rejects my claim?
You can escalate the claim to our arbitration team, who will review the evidence from both sides and make a final decision.