Payment Disputes and Chargebacks Policy

  1. At Clickconnect (Pty) Ltd we are committed to providing the best products and services to our customers. We understand that, occasionally, disputes and chargebacks may arise. This policy aims to clarify how we handle payment disputes, chargebacks, and related concerns. We encourage customers to contact us directly to resolve any issues promptly.
  1. Definitions
  • Payment Dispute: A situation where a customer challenges a charge or requests a refund for a product or service.
  • Chargeback: A request initiated by the cardholder’s bank or payment processor to reverse a transaction after a customer claims fraudulent activity, non-delivery of goods, or dissatisfaction with the product/service.
  1. Payment Disputes

We strive to ensure a smooth and transparent payment process. In the event of a payment dispute, customers should contact our customer service team within 7 days of the transaction date. Please include the following information when submitting a dispute:

  • Your name and contact details
  • Order number or invoice number
  • A description of the issue (e.g., product not received, incorrect charge)
  • Supporting documentation (e.g., emails, screenshots, tracking numbers)
  1. Chargeback Prevention

Chargebacks can be costly for both businesses and customers. To prevent chargebacks, we recommend the following actions:

  • Ensure all transaction details are correct at the time of purchase.
  • Keep a clear communication channel open with customers.
  • Respond promptly to customer inquiries and concerns.
  1. Chargeback Process

In the event of a chargeback request, we will review the transaction details and attempt to resolve the matter directly with the customer. If a chargeback is initiated, we may take the following steps:

  • Investigate the claim to determine if it is valid.
  • Provide any relevant documentation to the payment processor, including proof of delivery or service.
  • Contact the customer to discuss possible resolutions, such as issuing a refund or resolving any misunderstandings.
  1. Refunds and Resolution

We will make every effort to resolve disputes amicably before they escalate to a chargeback. Depending on the nature of the dispute, we may offer:

  • Full refund: If the product or service is deemed to be unsatisfactory or incorrect.
  • Partial refund: In cases where the customer is partially satisfied or where a partial service has been rendered.
  • No refund: In cases where the product or service was delivered according to the agreed terms, and no error occurred.
  1. Consequences of Chargebacks

We strongly advise against initiating chargebacks without first attempting to resolve the issue directly with our customer service team. If a chargeback is filed without communication, we reserve the right to take the following actions:

  • Chargeback fees may be passed on to the customer.
  • Restrictions may be placed on future transactions, including suspending or terminating accounts.
  1. Dispute Resolution

 before taking further action. We are committed to resolving issues fairly and promptly to ensure your satisfaction.

  1. Updates to the Policy

We may update this Payment Disputes and Chargebacks Policy from time to time. Any changes will be reflected on this page, and we encourage customers to review this policy periodically for updates.

Contact Information

If you have any questions or concerns about this policy or need assistance, please contact our Customer Support team:

  • Email: info@clickconnect.co.bw
  • Phone: +267 311 3002
  • Office Hours: Monday to Friday 08:00 to 17:00