1. Scope
These Dispute Guidelines set out how Chargebacks, payment disputes and related information requests are handled, including the deadlines referred to in Section 11.5 of the Terms. They form part of the Agreement and may be updated by publication in accordance with Section 21 of the Terms. The version published at https://quickbutik.com/sv/legal/checkout/dispute-guidelines applies.
2. Notifications
Quickbutik notifies the Merchant of Chargebacks, disputes and information requests via the Shop administration and by email to the Merchant's registered contact address. The Merchant shall monitor these channels and keep its contact details up to date. Deadlines run from the time of notification.
3. Deadlines
| Request type | Merchant's deadline |
|---|---|
| Request for transaction documentation | Three (3) Business Days |
| Chargeback or dispute (submission of evidence) | Five (5) Business Days |
| Fraud instruction (halt orders or deliveries) | Immediately |
The deadlines set by card networks and Payment Method providers are absolute. A response received after the deadline may not be possible to submit, in which case the dispute may be lost and the outcome is binding on the Merchant, in accordance with Section 11.5 of the Terms.
4. Evidence
The evidence required depends on the nature of the dispute. As a general guide:
| Dispute type | Evidence to provide |
|---|---|
| Goods not received | Proof of delivery: carrier, tracking number, delivery date and the delivery address stated in the checkout |
| Goods or services not as described | Product description as displayed at purchase, correspondence with the Shopper, and how the complaint or return was handled |
| Transaction not recognised or not authorised | Order details, delivery evidence, prior purchase history with the Shopper, and any Shopper communication |
| Refund not received | Proof that the Refund was made through the Checkout Service |
Documentation shall be truthful, in its original form and legible. Translations, where required, are at the Merchant's expense, in accordance with Section 11.6 of the Terms.
5. Process and outcome
The Merchant submits its response and evidence via the Shop administration or as instructed in the notification. Quickbutik and Adyen submit the material to the relevant Payment Method provider. The decision of the card issuer or Payment Method provider is final and is communicated to the Merchant when available. Quickbutik has no influence over the outcome and does not decide disputes.
6. Financial handling
Disputed amounts and applicable Fees are deducted or recovered in accordance with Sections 9, 11 and 12 of the Terms. If a dispute is resolved in the Merchant's favour, the disputed Transaction amount is re-credited; Fees already charged are not repaid, in accordance with Section 9.3 of the Terms. Costs arising from card network dispute monitoring programmes triggered by the Merchant's dispute levels are borne by the Merchant in accordance with Section 19.5 of the Terms.
7. Reducing disputes
Most disputes can be avoided by accurate product descriptions and pricing, delivering only to the address stated in the checkout, capturing payment only after shipping, responding quickly to Shopper complaints and refund requests, and using a billing descriptor that the Shopper recognises. Elevated dispute levels may trigger the risk measures in Section 12 of the Terms.