Issued by Krepling Inc.
Effective Date: 20th June 2025
This Dispute Resolution Policy outlines how Krepling Inc. (“Krepling”) supports merchants using Krepling Pay when disputes arise from transactions, including chargebacks, fraud claims, or customer refund requests. This policy ensures a structured process for resolving issues in accordance with card network rules and applicable regulations.
What This Means:
This document explains how we help resolve transaction problems and chargebacks.
This policy applies to:
All Krepling Pay merchants
All transactions processed through Krepling Pay
All dispute types, including fraud, product not received, and duplicate charges
What This Means:
If a customer complains about a transaction, this is the process we follow.
The most common dispute categories include:
Fraudulent transactions
Item not received
Duplicate charge
Subscription cancelled but billed
Product or service not as described
What This Means:
Customers can dispute payments for several reasons. We help merchants respond.
Merchant:
Must respond to disputes within the deadline (typically 7–14 calendar days).
Provide documentation (e.g., proof of delivery, refund policy, customer communication).
Maintain clear terms and refund policies on their website.
Krepling:
Notifies merchants promptly when a dispute is filed.
Facilitates the submission of evidence to the payment processor.
Communicates final decisions and chargeback results.
What This Means:
Merchants must respond quickly and provide evidence. We handle the backend and notify you of updates.
Effective dispute responses should include:
Proof of customer authorization (signed receipts, IP address match, device ID)
Proof of delivery (tracking number, delivery confirmation)
Terms of service and refund policy
Screenshots of order confirmation or customer conversations
What This Means:
The better your evidence, the better your chances of winning a dispute.
Cardholder files a dispute with their issuing bank.
Krepling receives the notification and alerts the merchant.
Merchant submits evidence through the dashboard or support portal.
Krepling sends the response to the acquiring bank.
The card issuer reviews and rules on the case.
Funds may be temporarily debited during the review.
What This Means:
Disputes follow a strict process involving banks. We guide you through each step.
A dispute fee may apply for each chargeback, per your pricing agreement.
If the cardholder wins, the transaction amount and dispute fee are deducted from your payout.
Excessive disputes may lead to account review or termination.
What This Means:
Chargebacks can cost you money. Too many can affect your account status.
Merchants are encouraged to:
Use clear billing descriptors
Respond quickly to customer inquiries
Display refund policies clearly at checkout
Use tracking for physical goods
Use AVS and CVV checks for fraud prevention
What This Means:
You can reduce disputes by providing good service, using fraud tools, and being transparent.
If a chargeback is identified as fraudulent or abusive:
Krepling may provide additional support to merchants
Repeat abusive customers may be blocked at the processor level
Merchants may pursue legal recovery with support documentation
What This Means:
We help protect you from customers abusing the chargeback system.
Dispute records are retained for 5 years.
Summary reports are available on request through the merchant dashboard.
Krepling analyzes trends to help merchants improve dispute rates.
What This Means:
You can view and analyze your dispute history. We keep records securely.
Merchants may escalate unresolved or mismanaged dispute cases to: Email: support@krepling.com
What This Means:
If something goes wrong in the dispute process, you can escalate the issue.
Merchants who:
Submit false evidence
Delay responses repeatedly
Fail to manage disputes proactively May be subject to penalties or termination under the Krepling Pay Terms of Service.
What This Means:
Abusing or ignoring the dispute process can lead to losing your account.
For all dispute-related queries: Email: support@krepling.com
What This Means:
You can reach out to us directly if you need help with a dispute.
© 2025 Krepling Pay
Krepling Pay is a global payment gateway offering services through its subsidiaries and licensed partners. Payment processing and money transmission services are provided in accordance with local licensing requirements, regulatory frameworks, and financial conduct standards. In the United States, such services are offered through Krepling Inc., which maintains compliance with applicable federal and state money transmission laws. For licensing details and regulatory disclosures, please visit our Legal page.
