Troubleshooting Failed Payments

• To protect your security and privacy, your bank does not provide us with information about why your payment was declined. For this, you will need to contact your bank directly to solve your payment issues.

• Skubiq Customer Service can help you verify that you entered your payment information correctly on your order or not.

Contact Your Bank To Resolve All Other Payment Issues Even If:

• You have successfully used the payment method on a previous order.

• Part of your order has already been charged and shipped successfully.

• You have funds available in your bank account or on your credit card to cover the order cost.

Steps That You Can Take To Resolve Payment Issues

• Contact your bank about payment security policies. Your bank may flag any unexpected activity on your account. This includes first-time orders and high-value purchases, regardless of the amount of funds available or your credit limit. Your bank may require your authorization to proceed with a transaction.

• Contact your bank about daily withdrawal or purchase limits. Most banks have limits on how much money can be charged or accessed in a single day. If you exceed this daily amount, your bank may block your account from any further activity regardless of available funds in the account. Please check with your bank and request a higher purchase limit to complete the transaction.

• Verify the payment information that is entered on your transaction. Make sure you have entered the correct CVV or 3D secure password while completing the payment.

Transaction Disputes

SKUBIQ wants every transaction to be as smooth as possible, but in rare cases, disputes might occur. Because an SKUBIQ pay transaction is a separate agreement between the buyer and us, we suggest that buyers contact us directly to resolve the issue.

Contacting A SKUBIQ To Resolve An Issue

Refer Handling Returns and Refunds.

You can help resolve your problem quickly by providing the following information in your initial communication:

• Order details, such as order reference provided by the merchant and the list of items in the order.

• The cost of the order

• Transaction details

• Nature of the problem(s) with the order

• Your preferred resolution for the problem

You will be prompted to enter information about the transaction on the page that opens. If the issue cannot be resolved, you can dispute the transaction by contacting our Customer Service .

There are several reasons that a transaction might be disputed:

• An error in the SKUBIQ Pay transaction

• The amount charged to credit card or bank account is different from the amount displayed on the SKUBIQ Pay screen or confirmation e-mail

• The product/ service paid for was not received

• The product has not matched your requirements.

If a transaction in your account meets any of the above criteria, you may be able to submit a dispute for the transaction. See A to Z Guarantee for additional details.

Disputing A Transaction

To dispute a transaction (when the issue does not relate to the SKUBIQ Pay service directly, but relates to the services provided), please contact us with following details:

• Date of transaction

• Amount of transaction

• Transaction ID

• Description of the problem

Once you contact us, your dispute will be sent to our investigations team for review, under the A to z Guarantee claim. Although we will try to complete our investigation as soon as possible, it can take up to 10 business days before we reach a conclusion. During this time, we may contact you to obtain additional information about the situation.

Unauthorised Charges

If you see an SKUBIQ pay charge on your bank or credit card statement and you are not sure where the charge came from, we suggest you log on to your SKUBIQ Pay account to search for a transaction that matches the charge. Details about the application, merchant, or the specific good you purchased will appear on the transaction details screen.

• If you still cannot figure out where the charge originated, contact your bank for further investigation. If you require any help, you can contact us

• If there are any unauthorized or erroneous transactions or activities involving your SKUBIQ Pay account and any balances that you hold or bank accounts that are registered with SKUBIQ Pay, please see Acceptable Use Policy for more information. The Policy details additional requirements and certain limits on our liability for unauthorized transactions. As part of the dispute resolution process, we will contact both parties in the transaction. If we determine you are not responsible for the charges, you will be reimbursed. Also, under certain circumstances we may grant you a provisional credit for the disputed amount.

SKUBIQ Pay A-To-Z Guarantee For Customers

The following policy applies to the purchases made on third-party sites using SKUBIQ Pay.

Over the years, SKUBIQ has built a base of satisfied buyers by being responsive to their concerns and acting quickly to resolve these concerns. We extend this valuable buyer trust to organizations like you who are using SKUBIQ Pay services, through the SKUBIQ A-to-z Guarantee Program. The SKUBIQ A-to-z Guarantee provides buyers with an opportunity to obtain a full reimbursement for their purchase using SKUBIQ Pay.

We encourage you to answer all buyer inquiries within 24 hours of receipt. Good communication with buyers promotes good feedback.

The vast majority of buyers will never need this program, but for those who do, the guarantee gives us a chance to provide confidence and trust when they shop from the universe of merchants who use our service.

When Can A Buyer File An A-To-Z Guarantee Claim For An SKUBIQ Pay Transaction?

Buyers can file an A-to-z Guarantee claim when one of the following conditions applies:

• They did not receive the Product/service.

• They received the Product/service later than the maximum estimated delivery date provided by you.

• They received the Product/service but was not the item depicted in your description.

• They returned the item as per their agreement with you but you did not provide the agreed-upon reimbursement after receiving the item.

• You are not accepting the return of the item in accordance with the return policy posted on your website.

• They believe that you charged an amount greater than the amount authorized for the purchase

What Should I Do To Avoid A Claim?

The SKUBIQ Customer care policy  describes the practices that SKUBIQ expects you to follow in order to offer a high quality customer experience.

Finally, these 4 tips are most useful in mitigating the risk of an A-to-z Guarantee claim

• Deliver a service well in time based on your promise to the customer.

• Inform customer in case of any issue with respect to delivery of a service/an item.

• Ship promptly and use a shipping method that ensures reliable delivery.

• Ship with tracking information and provide this information to the buyer.

How Do I View And Manage My Claims?

For every claim, SKUBIQ sends you an email with details, and requests a response, giving you an opportunity to present your side of the issue. You can respond to a claim by replying to the email claim notification with the requested information.

What Are My Obligations When A Claim Is Filed?

• You have 3 business days in case of a digital service and 7 business days for physical item to respond to SKUBIQ notification, but it is a best practice to reply immediately. Within this period you can issue a refund to the buyer or represent your case to SKUBIQ. If the item has not yet shipped, you can cancel that portion of the order. If you do not respond within this time frame, we will automatically assign the claim to you. For assigned claims, we will reimburse the buyer and debit your account or cancel any future payment, as applicable.

• For an ” Product/service Not Received ” or ” Product/service Received Late” claim, explain your side of the issue by responding to SKUBIQ’s email. You should also provide the following information:

  • A verifiable shipment tracking number, or proof of shipment date, carrier, method, and className if shipped via a non-traceable method in case of physical item.

  • A copy of the email provided to the buyer that indicated the delivery.

  • A copy of the receipt or order confirmation email you sent to the buyer that displays the date of purchase, shipping address, total purchase price including shipping and handling, taxes, and any other charges, and for each item, its description, price, quantity, and, if it was not new, its condition

  • Details of any communication you had with the buyer outside of the SKUBIQ communication manager.

• For “Materially Different” claims, explain your side of the issue by responding to SKUBIQ’s email. For claims on SKUBIQ Pay purchases, you should also provide the following information:

  • A copy of the receipt or order confirmation emails you sent to the buyer that displays the date of purchase, shipping address, total purchase price including shipping and handling, taxes, and any other charges, and for each item, its description, price, quantity, and, if it was not new, its condition;

  • A description of the disputed item and URL of the detail page where the disputed item is listed; and,

  • Details of any communication you had with the buyer outside of the SKUBIQ communication manager.

• For “Returns” or “Refund” related claims, explain your side of the issue by responding to SKUBIQ’s email. You should also provide the following information:

  • A copy of the receipt or order confirmation emails you sent to the buyer that displays the date of purchase, shipping address, total purchase price including shipping and handling, taxes, and any other charges, and for each item/service, its description, price, quantity, and, if it was not new, its condition;

  • The URL of the page where you describe your returns policy and return address

  • A copy of the return label provided to the buyer, if any; and,

  • Details of any communication you had with the buyer outside of the SKUBIQ communication manager

• For “Charged more than expected” claims, explain your side of the issue by responding to SKUBIQ’s email. You should also provide the following information:

  • A copy of the receipt or order confirmation emails you sent to the buyer that displays the date of purchase, shipping address, total purchase price including shipping and handling, taxes, and any other charges, and for each item, its description, price, quantity, and, if it was not new, its condition; and,

  • Details of any communication you had with the buyer outside of SKUBIQ communication manager.

• If you fail to provide a sufficient response to the claim, violate the SKUBIQ customer service agreement or if we determine you were at fault, we will reimburse the buyer and debit your account for the amount of that refund, including item price, tax, and shipping. We may also cancel any future payment for the disputed order, if applicable.

How Does SKUBIQ Determine Whether An Item/Service Was Not Received By A Buyer?

Merchants are accountable for resolving A-to-z Guarantee claims for an item/service not received. The claims will be processed according to the following policies:

• Products shipped without tracking
  A merchant will be liable for a not-received claim if the estimated delivery date (“EDD”) has passed and the order was shipped without tracking information. This policy applies to all orders, including those shipped by media mail.

• Products shipped with tracking — in transit
  If a product is not delivered by the end of the EDD range, and tracking information shows an expected delivery in the near future, the claim will not be granted and the buyer will be asked to wait for the product. The merchant will not be liable. However, if tracking information does not show expected delivery in a reasonable time frame, the claim will be granted and the merchant will be held liable. This will apply to packages lost in transit as well.

• Products shipped with signature confirmation tracking — where tracking shows delivery but the buyer claims item not received
  If the name on the signature confirmation matches the buyer, the A-to-z Guarantee team will deny the claim. If signature confirmation does not match the buyer, the A-to-z Guarantee team will deny the claim and ask the buyer to follow up with the individual that signed for the package. Guarantee claims for packages that are signed for by a freight forwarder or an agent of the buyer (e.g. receptionist, family member) will be denied. However, if an investigation determines that the customer did not receive the order due to a shipping error beyond his or her control, the merchant may be held liable. We anticipate that this would be a very rare occurrence.

Am I Required To Allow Returns For Items That The Buyer Believes Are Materially Different, Defective, Or Damaged?

As a company, you are responsible for managing the returns process as per your policies mentioned on your website for materially different, defective, or damaged items, including providing buyers with a way to make the return and promptly processing the refund for the return. Failure to not abide by your policy may result in a debit to your Pay account if the buyer is refunded pursuant to an A-to-z Guarantee claim, even if the item is not returned to you. You may also be held responsible if no response is received from you on an A-to-z Guarantee claim, or for declining to handle a return request that falls within your return policies.

Do Buyers See The Information I Provide To SKUBIQ To Investigate A Claim?

Buyers do not see comments provided by you in response to our email; they are sent only to SKUBIQ investigators.

How Do A-To-Z Guarantee Claims Affect My Account?

A-to-z Guarantee claims affect your Defect Rate, which is used to calculate your reserve. Please see our Reserve Policy page for more details. Excessive A-to-z Guarantee claims can lead to warnings, suspensions, or account termination. You should take care to minimize the number of claims granted against you on your account. Issuing a refund is the easiest way to resolve the issue.

How Does SKUBIQ Prevent Buyers From Filing Both An A-To-Z Guarantee Claim And A Chargeback?

SKUBIQ denies an A-to-z Guarantee claim under review when we receive a chargeback from the credit card issuing bank. If the A-to-z Guarantee claim is already granted to the buyer for the full amount of the transaction before SKUBIQ receives a chargeback, SKUBIQ will represent the chargeback to the issuing bank

How Does SKUBIQ Handle An A-To-Z Guarantee Claim When I Have Already Issued A Refund

SKUBIQ denies an A-to-z Guarantee claim if you have already issued a full refund for the items in question. In order for SKUBIQ to track the refund, you must issue the refund through SKUBIQ Pay and provide the necessary information to SKUBIQ. If you have resolved the issue with the buyer outside of SKUBIQ’s knowledge and SKUBIQ has granted the claim to the buyer, SKUBIQ cannot guarantee recovery of funds. In such a case, you should summarize the resolution and send it to the buyer. If you have a Seller Central account then you must send this communication from the SKUBIQ Communications Manager in Seller Central. You can also request the buyer to reverse the A-to-z Guarantee claim by informing them to simply reply to initial claim confirmation e-mail received from SKUBIQ Pay.

How Can I Appeal A Claim Granted Against Me?

If the claim is decided against you, you have up to 7 calendar days to appeal that decision by simply replying to confirmation e-mail received from SKUBIQ Pay. During the appeals process, SKUBIQ may request additional details from you about the transactions. If the decision is reversed by SKUBIQ, your account will be credited.

What If I Have Additional Questions?

If you have additional questions about the SKUBIQ A-to-z Guarantee, please contact us.