Refund & Dispute Policy

Refunds for purchases are the responsibility of the merchant who received the payment. The merchant must publish their own refund policy on their storefront, payment page or website, and honour it in line with Ghanaian / Nigerian consumer-protection law.

QRPayLink can technically process the refund on the merchant’s behalf, but the underlying decision (full refund, partial refund, store credit, no refund) rests with the merchant.

• Clearly display a refund policy at the point of sale and on receipts.
• Acknowledge refund requests within 2 business days.
• Process approved refunds within 7 business days.
• Honour statutory rights such as defective goods, mis-described services, or unauthorised charges.
• Cooperate with QRPayLink and Paystack during dispute investigations.

1. The customer contacts the merchant.
2. The merchant initiates the refund from the QRPayLink dashboard (Transactions → refund), or contacts support@qrpaylink.com for assistance.
3. Paystack reverses the original transaction back to the customer’s funding method.
4. Card refunds typically land in 5–10 business days.
5. Bank transfer / USSD refunds typically land in 2–5 business days.
6. Mobile-money refunds typically land within 1 business day.

QRPayLink’s platform fee on the original transaction is refunded to the merchant in proportion to the refunded amount, less any irrecoverable third-party costs (e.g. card-scheme interchange).

If a customer disputes a transaction directly with their card issuer (a “chargeback”), QRPayLink will:

• Notify the merchant within 24 hours of receiving the dispute.
• Place the disputed amount on hold from the merchant’s settlement balance.
• Request supporting evidence from the merchant (proof of delivery, signed receipts, communications with the customer, IP / device logs).
• Submit the merchant’s evidence to Paystack and the card scheme.

If the chargeback is found in the merchant’s favour the held funds are released. If the customer wins, the funds are refunded to them and a non-refundable chargeback handling fee may be deducted from the merchant’s account.

Excessive chargeback ratios (currently >1% of monthly transactions) trigger an EDD review and may lead to suspension.

If you believe a transaction was made on your card or mobile-money wallet without your authorisation:

• Contact your card issuer or wallet provider within 60 days to file a fraud claim.
• Email support@qrpaylink.com with the transaction reference (PL_xxxxxxxx) so we can flag the merchant and assist the investigation.

QRPayLink will always co-operate with banks, mobile-money operators and law enforcement on confirmed fraud.

For in-person QR payments and payment-link checkouts:

• The customer should first contact the merchant whose name appears on their receipt.
• If unresolved within 7 days, escalate to QRPayLink with the receipt, screenshots and the PL_xxxxxxxx reference.
• Our team will mediate between the merchant and the customer within 10 business days.

Every customer-facing receipt includes our support email. Customers may also visit qrpaylink.com/contact to raise an issue. We respond to complaints within 24 hours (Mon–Sat).

• Voluntary tips, donations and similar gratuities — unless the merchant offers a refund.
• Services already fully delivered (e.g. completed consultations, downloaded digital goods) where the merchant’s policy excludes refunds.
• QRPayLink platform fees on transactions that completed successfully and were not refunded.

Refund or dispute question? Email support@qrpaylink.com with your transaction reference and a clear description of the issue.