Refund & Chargeback Policy

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This Refund and Chargeback Policy describes how PT UNIT GLOBAL SYSTEM ("UnitPay", "we") handles merchant-issued refunds and bank-initiated chargebacks for transactions processed through our payment services. It applies to every merchant who has signed our Service Agreement and to every end customer paying through a UnitPay-integrated checkout.

1. Scope and definitions

This policy applies to refunds and chargebacks across every payment rail UnitPay supports. It is read alongside the Service Agreement, the merchant fee schedule, and rail-specific operating rules referenced where relevant.

For the purposes of this policy:

  • Refund means a merchant-initiated reversal of a successful transaction, returning all or part of the paid amount to the original payment instrument.
  • Chargeback means a cardholder-initiated dispute filed with the issuing bank (typically against a card transaction), in which the issuer demands reversal of funds from the acquirer.
  • Settlement means the movement of funds from UnitPay to the merchant's nominated bank account after fees and reserves.
  • Reserve means an amount withheld from settlement to cover anticipated chargeback liability, refund obligations, or regulator-mandated holds.
  • Working day means any day on which the relevant Indonesian payment-system operator and Bank Indonesia are open for business; weekend and Indonesian public holidays are excluded.

Refunds and chargebacks are operationally distinct. A merchant may issue a refund at any time consistent with this policy.

A chargeback, by contrast, is governed by card-network or local-rail dispute rules and is outside the merchant's direct control once filed. Where a refund and a chargeback exist for the same underlying transaction, the chargeback supersedes and refund-side amounts are reconciled to avoid duplicate reversal.

This policy covers UnitPay-processed transactions only. Transactions processed through alternative providers, including any cash-on-delivery or off-platform settlement that the merchant arranges directly with the customer, are outside scope.

2. Refund eligibility

Merchants may issue full or partial refunds against any successful transaction within 180 days of the original authorisation. The refund must be issued from the same merchant account that received the original payment and must not exceed the captured amount of the original transaction.

Partial refunds are supported in any combination consistent with the captured amount: a single partial refund leaves the remaining amount eligible for further partial refunds up to the original captured value. Currency conversion is not supported on refunds; the refund is processed in the same currency as the original transaction.

Refunds requested beyond the 180-day window are not supported through standard rails and require a manual case review. Merchants and customers may request such a review by writing to compliance@unitpay.net with the original transaction reference. Approval depends on rail availability and acquirer policy.

Refunds may not be used to settle obligations unrelated to the original transaction (for example, to compensate a customer for a separate purchase or to disburse cash). Any such use is a violation of our Acceptable Use Policy and may trigger account suspension.

Refunds may also not be issued to a payment instrument other than the one used in the original transaction. Where the original instrument is closed or otherwise unavailable, the merchant should escalate to support@unitpay.net for manual handling consistent with rail rules.

3. Refund processing time per payment rail

The time taken for a refund to appear on the customer's statement depends on the payment rail used in the original transaction. The list below sets out typical timings observed in normal market conditions.

  • Cards (Visa, Mastercard, JCB, domestic GPN): 5 to 10 working days; the issuing bank controls the final posting date.
  • BI-FAST: real-time during BI operating hours; outside hours, processed on the next BI cycle.
  • Virtual Account (BCA, Mandiri, BNI, BRI, Permata): 1 to 3 working days.
  • E-wallet (GoPay, OVO, DANA, ShopeePay, LinkAja): 1 to 3 working days; some wallets credit instantly.
  • QRIS: 1 to 3 working days, depending on the issuing acquirer.
  • USDT payouts (Tron network): not refundable on-chain; reversal handled off-chain by mutual agreement, network fees deducted.

UnitPay does not control the issuing-bank or wallet-provider crediting cycle. We commit to dispatching the refund instruction within one working day of the merchant submitting it.

Where a customer reports that a dispatched refund has not appeared on their statement within the timing windows above, the merchant or the customer should contact support@unitpay.net with the original transaction reference and the rail-side acknowledgement so we can trace the case with the relevant acquirer.

4. Refund fees

UnitPay does not charge a fee for issuing a refund. Consistent with industry practice, however, the original transaction processing fee is not refunded.

If a merchant refunds 100% of a transaction, the merchant absorbs the fee already charged on the original payment. For partial refunds, the original fee remains attached to the captured amount; only the rail-side and acquirer fees attributable to the refunded portion may differ.

Network or rail-side fees passed through (for example, network interchange or issuer wallet fees) are also not refundable, regardless of the refund amount. The merchant statement reflects these economics in line-item form.

Where local tax law requires the merchant to issue a credit note alongside the refund, the merchant remains responsible for the tax filing; UnitPay does not act as the merchant's tax agent. Indonesian VAT (PPN) implications of refunds should be confirmed with the merchant's tax adviser.

5. Chargeback process

When a cardholder files a chargeback with their issuing bank, the dispute flows from the issuer through the network to the acquirer and then to UnitPay. We notify the affected merchant by email to the address on file and through the merchant cabinet within one working day of receiving the case.

The merchant has seven calendar days from notification to submit evidence to support the disputed transaction. Acceptable evidence includes:

  • Signed delivery confirmation, courier waybill, or proof of digital fulfilment.
  • Customer correspondence demonstrating the transaction context and the customer's awareness of terms.
  • IP address, device fingerprint, and session logs from the time of authorisation.
  • Terms of service or terms of sale acceptance log with timestamp.
  • Prior refund history and any communication about the dispute before it became a chargeback.

UnitPay forwards the merchant's evidence to the acquirer, which in turn presents the case to the issuer through the network. The issuer's final ruling, communicated through the network to the acquirer, is binding.

Chargeback fees levied by the network or acquirer are passed through to the merchant in line with the Service Agreement fee schedule. Where the merchant prevails on representment, the disputed amount is returned to the merchant balance net of network and acquirer fees.

Pre-arbitration and arbitration stages, where supported by the network, are available for high-value or precedent-setting cases. UnitPay coordinates with the acquirer on the merchant's behalf and advises on the cost-benefit of escalation; final decision rests with the merchant.

For disputes filed on local rails (for example, BI-FAST recall, Virtual Account chargebacks where supported, e-wallet dispute channels), the workflow is rail-specific. UnitPay translates rail-side notifications into the merchant cabinet so that merchants see a uniform interface for case handling regardless of the underlying rail.

6. Excessive chargeback ratio

A merchant whose chargeback ratio (chargebacks divided by successful transactions) exceeds 1.0% in any single calendar month, or sustains a ratio above 0.65% for three consecutive months, enters our risk-tier review process. See Risk Monitoring Policy for the full review framework.

Outcomes of risk-tier review may include: increased rolling reserve, higher per-transaction fee, mandatory remediation plan with timelines, restriction of payment methods, or in severe cases, suspension under the Account Suspension and Blocking Rules. We will always communicate the rationale and the remediation pathway in writing.

The chargeback ratio is computed using card-network conventions (chargeback count divided by previous-month settled transaction count for the same merchant identifier). Merchants can monitor their ratio in real time through the merchant cabinet's risk dashboard and are encouraged to engage with our compliance team early when trends move adversely.

Network-mandated programs (for example, the Visa Acquirer Monitoring Program and the Mastercard Excessive Chargeback Program) carry their own thresholds and fee schedules; entry into a network program is communicated to the merchant promptly so that remediation steps can be coordinated. UnitPay does not waive network-imposed program fees but cooperates with the merchant on a documented exit plan.

7. Customer escalation

If a customer is dissatisfied with a merchant's refund decision, the customer may contact UnitPay at complaints@unitpay.net. We will acknowledge the complaint within five working days and provide a substantive response within twenty working days, in line with our Dispute Resolution and Complaint Handling framework, which implements the requirements of POJK 18/2018.

If the customer remains dissatisfied with our final response, the customer may escalate to LAPS SJK (the OJK-recognised alternative dispute resolution body for the financial services sector) at https://lapssjk.id, or contact OJK directly through the consumer hotline 157.

UnitPay's role in customer-merchant disputes is procedural rather than adjudicative for matters that turn on goods or services (for example, whether a delivered item matched the description). Where the dispute is genuinely about the underlying commercial transaction, the customer's primary remedy lies with the merchant; UnitPay's framework supports the customer in raising and escalating the complaint, and we cooperate with regulator referrals where they arise.

8. Refunds and personal data

Processing a refund or chargeback requires us to handle personal data including customer contact details, transaction history, and any documents the customer or merchant submits as evidence. We process this data on the lawful basis of contractual necessity and legal obligation, in line with our UU PDP Personal Data Notice.

Refund and chargeback records are retained for seven years from the date the case is closed, in line with Bank Indonesia audit-trail requirements. Customers may exercise their data subject rights at any time by writing to dpo@unitpay.net; rights subject to our regulatory retention obligations are documented in the UU PDP Notice.

Personal data shared with networks, acquirers, and issuing banks during chargeback representment is the minimum required by the network's evidence template. Sensitive data not relevant to the dispute (for example, government identifiers unrelated to the transaction) is redacted before submission where the rail rules permit redaction.

Customers may also request a copy of the personal data UnitPay holds in connection with a refund or chargeback case at any time. Where a request would conflict with our regulator-mandated retention obligations, we explain the conflict in our response and provide the data to the extent the obligations permit.

Cross-border data flows that arise during chargeback handling (for example, network or acquirer infrastructure outside Indonesia) are subject to the foreign-transfer safeguards described in our UU PDP Personal Data Notice per UU PDP Article 56.

Effective date: 06 May 2026