1. Overview

This policy outlines the process Selstack follows in the event of a transaction dispute or chargeback. It is designed to:

• Reduce fraud and abuse of the system.
• Ensure sellers are accountable for delivery.
• Ensure buyers receive value for their payments.
• Provide clear steps for handling disputes.

2. What Is a Chargeback?

A chargeback occurs when a buyer contacts their bank or card provider to dispute a charge made through Selstack. This can result in the reversal of the payment, even if the seller delivered the service or product.

Common reasons for chargebacks:

• Unauthorized transaction
• Product or service not received
• Product/service not as described
• Technical issues or billing errors

3. Dispute Process on Selstack

Before initiating a chargeback, buyers must first try to resolve the issue via Selstack's internal dispute resolution system. The steps are:

1. Buyer contacts Selstack Support within 48 hours of receiving (or failing to receive) the product/service.
2. Selstack investigates by collecting:
   • Seller's delivery proof
   • Buyer's claim and any relevant evidence
3. If unresolved, the buyer may contact their bank for a chargeback, and Selstack will engage with the bank as the payment processor.

4. Proof of Delivery Requirements

To defend against chargebacks, sellers must maintain valid proof of delivery, which may include:

For Digital Products:

• Download/access logs
• Screenshots of product delivery or access links
• Timestamps of file uploads or unlocks
• Delivery confirmation messages

For Services:

• Screenshots of completed work
• Before/after visuals
• Chat records showing acceptance
• Submission files or links

For Physical Goods (if applicable):

• Courier tracking number and delivery confirmation
• Receipt of delivery signed or acknowledged by buyer

5. Chargeback Handling

If a chargeback is initiated:

• Selstack will immediately pause the seller's payout for the disputed amount.
• Selstack will compile and submit available evidence to the bank via Paystack.
• The issuing bank will review and make the final decision.
• If the decision favors the buyer, the amount is permanently debited from Selstack's account.
• If the decision favors the seller, the funds are returned to the account.

6. Fraudulent Activity

Selstack has a zero-tolerance policy for fraud. If any buyer or seller is found engaging in fraudulent behavior, we reserve the right to:

• Immediately suspend or terminate their account.
• Withhold funds pending investigation.
• Report the user to payment processors and legal authorities.
• Take legal action to recover losses.

7. Preventing Disputes

For Sellers:

• Always deliver on time and communicate clearly.
• Upload all proof of delivery before requesting payout.
• Avoid vague or misleading product/service descriptions.

For Buyers:

• Only purchase from verified and rated sellers.
• Read service descriptions carefully before placing an order.
• Contact support first in case of issues before requesting a chargeback.

8. Final Notes

By using Selstack, you agree to:

• Cooperate in any dispute or chargeback investigation.
• Abide by the outcome of bank or platform investigations.
• Provide evidence when requested during a dispute.

Need Help?

If you're involved in a transaction dispute or need to report fraud, please contact us immediately at hello@selstack.com or via the in-app ticket center.