1. Reporting a Dispute
For discrepancies involving deposits, withdrawals, charges, settlements or transaction IDs, merchants should contact official support with the relevant order/merchant reference, transaction ID, time, amount and supporting evidence.
2. Verification Sources
Provider statements, server logs, signed webhooks, API records, SMS reconciliation, transaction IDs and accounting records take priority when resolving disputes. A screenshot alone is not final proof of payment.
3. Fraud and Suspicious Transactions
False transaction IDs, claims against another customer's payment, repeated reuse of the same payment, identity mismatches, unusually rapid deposit-withdrawal patterns or other risk indicators may result in temporary holds on related funds or settlement during investigation.
4. Merchant Payout Responsibility
Before marking a withdrawal successful, the merchant or payout operator must confirm the correct recipient, amount and provider transaction ID. REFILLO is not automatically liable for funds sent to an incorrect number or for an incorrectly submitted transaction ID.
5. Account Reconciliation
Where a verified system or provider error occurs, the relevant wallet, commission, reserve or settlement entry will be reconciled appropriately. Undisputed funds may be settled separately while a dispute remains under review where safe and practical.
6. Abuse
Knowingly false disputes, fabricated evidence, repeated abuse of the same claim or fraudulent refund attempts may be treated as violations of the Acceptable Use Policy and may result in account restrictions.
For questions, disputes or policy clarification, contact the official support email address shown on this website.