Refunds & Disputes
Manage refund requests and handle payment disputes through the Niftipay dashboard and support process. Refunds, disputes, and risk reviews may depend on payment method, network, processor, and merchant agreement.
Why This Matters
Handling refunds and disputes promptly protects customer relationships and reduces the risk of chargebacks escalating. Clear documentation at the point of sale is your best defence in a dispute.
Refund Lifecycle
Refund Requested
Refund request is raised via support or dashboard. Status updates to processing.
Verification
Original transaction is verified. Refund amount and destination address confirmed.
Broadcast
Refund transaction is broadcast to the blockchain.
Complete
Refund confirmed on-chain. Order status updates to REFUNDED. Webhook event sent.
Dispute Handling
If a customer files a chargeback, the order status changes to CHARGEBACK and you will receive a webhook event. Act quickly — missing the evidence deadline typically results in automatic loss of the dispute.
Fees and rates are set individually in your merchant agreement. For your schedule, check your contract or email support@niftipay.com.
Gather Evidence
Collect order confirmation, customer communication, delivery proof, and any KYC data.
Submit via Support
Email support@niftipay.com with your evidence. Include the order ID, transaction hash, and a description of the dispute.
Await Resolution
Dispute resolution is handled between Niftipay and the card network. You will be notified of the outcome.
Expected Timelines
| Event | Typical Timeline |
|---|---|
| Crypto refund processing | 1–3 business days |
| Chargeback notification | Within 24 hours of filing |
| Dispute evidence deadline | Varies by card network — act within 7 days |
| Dispute resolution | 30–90 days (card network dependent) |
Common Issues
Customer not receiving refund?
Verify the refund shows as completed in the dashboard. Provide the blockchain transaction hash to the customer so they can check it on a blockchain explorer.
Dispute evidence deadline approaching?
Submit your evidence immediately via support. Do not wait for additional information — partial evidence submitted on time is better than perfect evidence submitted late.
Need help? Email support@niftipay.com with your merchant name, order or payment reference, screenshots or error messages, and a short description of the issue.