Last Updated | 17 July 2026

Dispute and Chargeback Handling Policy

This Dispute and Chargeback Handling Policy explains how ZEEDER (Pty) Ltd handles customer disputes and chargebacks. It outlines the dispute resolution process, chargeback procedures, merchant responsibilities, fraud prevention measures, and compliance with applicable Card Association Rules, the Nedbank Merchant Agreement, and Applicable Law.

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1. Introduction

1.1 This Dispute and Chargeback Handling Policy (“Policy”) sets out how ZEEDER (Pty) Ltd (“Zeeder”, “we”, “us”, “our”) handles disputes and chargebacks.

1.2 This Policy is intended to ensure that disputes and chargebacks are handled efficiently and in compliance with Card Association Rules, the Nedbank Merchant Agreement, and Applicable Law.

2. Definitions

2.1 “Dispute” means a customer’s disagreement on a transaction which the customer believes should be returned.

2.2 “Chargeback” means a procedure where the Issuer charges a Card Transaction back to the Acquiring Bank (Nedbank) and subsequently to the Merchant in accordance with Card Association Rules.

2.3 “Chargeback Fee” means the fees, penalties, and charges associated with a Chargeback.

2.4 “Invalid Transaction” means a Transaction that constitutes or arises as a result of an act and/or omission that results in a loss or Chargeback.

3. Dispute Resolution Process

3.1 Customer Contact
  • If a customer has a complaint about a Transaction, they must first contact us at [support@zeeder.ai] to attempt to resolve the matter directly.
3.2 Investigation
  • We will investigate the complaint within five (5) business days.
  • We will request any necessary information from the customer.
  • We will review Transaction records, delivery confirmations, and any other relevant evidence.
3.3 Resolution
  • If we find the complaint to be valid, we will offer a refund or other appropriate remedy.
  • If we find the complaint to be invalid, we will explain our decision to the customer.
3.4 Escalation
  • If the customer remains dissatisfied, they may escalate the matter to the relevant regulatory body or ombudsman.

4. Chargeback Process

4.1 Notification
  • We will receive Chargeback notifications from Nedbank (the Acquiring Bank). These notifications may also be visible in the Peach Payments Dashboard (which displays data from Nedbank).
  • We will immediately freeze the Transaction and notify our internal team.
4.2 Evidence Collection

We will collect all relevant evidence, including:

  • Transaction records;
  • Delivery confirmations;
  • IP logs;
  • Communication with the customer;
  • Any other evidence relevant to the Transaction.
4.3 Submission
  • We will submit the evidence to Nedbank (either directly or via the Peach Payments Dashboard, as instructed by Nedbank) within the stipulated timeframe (usually seven days).
  • If we do not submit the evidence within the stipulated timeframe, the Chargeback will be upheld.
4.4 Decision
  • The decision on the Chargeback is made by the Card Association, not by Nedbank or Peach Payments.
  • If the Chargeback is upheld, the amount will be debited from our Nominated Bank Account by Nedbank.

5. Merchant Responsibilities

5.1 We are responsible for:

  • 5.1.1 Maintaining accurate Transaction records;
  • 5.1.2 Ensuring that we have proof of delivery for all Transactions;
  • 5.1.3 Responding to Chargeback notifications from Nedbank within the stipulated timeframe;
  • 5.1.4 Providing all necessary evidence to dispute Chargebacks;
  • 5.1.5 Paying all Chargeback amounts and associated fees (as per the Nedbank agreement).

5.2 We accept full Chargeback liability for all fraud established on a Card, regardless of whether the Chargeback is regarded as being the result of fraudulent Card use.

6. Chargeback Thresholds

6.1 The Card Associations prescribe certain thresholds relating to Chargebacks and fraudulent transactions.

6.2 If these thresholds are exceeded, the Card Associations may charge fines and/or penalties, for which we will be liable (as per the Nedbank agreement).

6.3 We monitor our Chargeback ratio to ensure compliance with Card Association thresholds.

7. Fraud Prevention

7.1 We implement fraud prevention measures, including:

  • 7.1.1 3D-Secure authentication (Amex SafeKey, Verified by Visa, Mastercard SecureCode);
  • 7.1.2 Address verification;
  • 7.1.3 Velocity checks;
  • 7.1.4 Fraud detection tools.

7.2 We ensure that we are adequately protected against fraud activities.