Refund, Fraud, and Complaint Resolution Policy

Digitalsales (SMC-Private) Limited is dedicated to offering a transparent, secure, and user-friendly payment experience. This policy outlines the procedures, rights, and terms related to fraud reporting, refunds, and complaint resolution for all merchants and customers using our platform.

1. Fraudulent Transactions & Social Engineering Reports

1.1 Reporting Deadline

Any unauthorized transaction, fraudulent activity, or social engineering incident must be reported within 24 hours of occurrence for eligibility.

1.2 Information Required

To review a fraud case, the customer must provide:

Transaction reference or ID
Date and time of the transaction
Account, wallet, or card details used
Supporting evidence (screenshots, messages, recordings, etc.)

1.3 Investigation & Liability

Digitalsales will conduct a tri-party investigation involving the merchant and bank/wallet provider.
If fraud is validated, a full or partial refund will be initiated, depending on recovery from the receiving party.
Claims submitted after 24 hours may be declined due to reduced traceability and risk of data inconsistency.

2. Refund Eligibility and Processing

2.1 KYC Requirement

All refunds will only be processed once the customer completes KYC verification, as required under Digitalsales compliance standards.

2.2 Valid Grounds for Refund

Refund requests are considered for:

Duplicate or incorrect charges caused by system/merchant error
Failure of merchant to deliver the purchased product or service
Delivery of defective, incorrect, or damaged items
Unauthorized/fraudulent transactions reported within the allowed timeframe

2.3 Deductions Applicable

The following may be deducted from the refund amount:

VAT
FED
Gateway or processor fees already charged by external parties

2.4 Refund Method & Timelines

Refunds are always returned to the same payment channel and same account title used originally.
Standard processing time: 48 to 72 working hours after final verification.
Complex cases requiring extended investigation may take up to 7 working days, with prior notification to the customer.

3. Non-Delivery, Discrepancy & Damage Complaints

3.1 Merchant Delivery Window

If the merchant has stated a delivery period (e.g., 7–10 days), customers must wait for this timeframe to pass before submitting a non-delivery complaint.

3.2 Valid Complaint Types

Complaints may be accepted for:

No delivery after the promised timeline
Misrepresentation or incorrect product delivered
Damaged, incomplete, expired, or faulty goods

3.3 Required Evidence

Customers must provide:

Order receipt or invoice
Photos/videos of delivered items (if applicable)
Relevant chat/email/SMS proof of communication with the merchant

3.4 Filing Deadline

Complaints must be submitted within 72 hours of the expected delivery or receipt date.

4. Refund Policy vs Merchant Policy

4.1 Merchant Terms Priority

Individual merchants may have their own refund and return policies. Digitalsales will respect these policies unless they contradict legal standards or platform rules.

4.2 Resolving Conflicts

Digitalsales will mediate disputes between the merchant and customer.
If the merchant does not respond within 3 working days, Digitalsales may make a final decision based on available transaction and communication records.

5. Non-Refundable Situations

A refund will not be granted in the following cases:

Customer changes mind after making payment
Disagreement over price or merchant terms after accepting them
Customer fails to review merchant policies before purchase
Order delivered exactly as described

6. Legal Disclaimer

Digitalsales is a technology-driven payment facilitator and does not directly sell, store, or manufacture goods.
Our role is limited strictly to payment processing between customers and merchants.
We are not responsible for indirect losses unless caused by proven system failure or negligence.

7. Complaint Submission & Resolution

7.1 How to Submit a Complaint

You may register a complaint through:

Email: yousafzaiwania5@gmail.com
Phone: +92-305-9128187

7.2 Details Required

Full Name & CNIC
Transaction ID
Date of Transaction
Description of the issue
Screenshots or documents (optional but helpful)

7.3 Processing Timeline

Complaints are acknowledged within 24 hours.
Standard resolution period: up to 7 working days.
Fraud, chargeback, or high-risk cases may take longer, with updates provided.

8. Contact & Escalation

Primary Support
📧 Email: yousafzaiwania5@gmail.com
📞 Phone: +92-305-9128187

Mailing Address:
Digitalsales (SMC-Private) Limited
Bandi Syedan, Post Office Ghari Habib Ullah,
Bararkot, Tehsil Balakot, District Mansehra, Pakistan

Effective Date:

09-10-2025