This depends on the disputed payment circumstances – some common scenarios are:
POLi believes the customer in a customer dispute. In this scenario the shopper disputes that they made the transaction or received the goods or whatever. POLi honours this and issues a refund.
- We (Worldpay) are an intermediary between the shopper and you the merchant and do not act as an arbiter in these situations. You and the shopper must resolve the dispute.
Non Settlement. For example, despite receiving a success notification, the bank never settles the money, so POLi must recover funds from Worldpay/the merchant. There are also other Non-Settlement of Funds (NSF) scenarios.
- No refund. Settlements for transactions done by POLi are not guaranteed, since POLi use the existing systems for that bank. Some banks are considered riskier than others and this affects transaction flow and credit notifications.
Pure Repudiation (the customer rejects the goods/services).
- No refund.
Customer Service Issues.
- Yes, refund given.
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