How to register a claim and request a refund?

When is a good time to create a claim?

When you make a payment for a purchase order and during the transaction validation process, you do not receive confirmation of the payment from Zenkipay, but in your wallet the transaction is already confirmed, it is a good time to register a claim.

Types of claims

Claim refund:

By registering a claim for refund, you initiate the process to request a refund of the transaction that was made to pay for an order because the buyer is no longer interested in receiving the product purchased from the eCommerce.

Reclamar pago:

When a claim payment is made, the process to associate the transaction to the purchase order is started. When the payment is successfully associated to the purchase order, the purchase process goes to a status of "Awaiting shipment" in the case of a product. In the case of a service, it goes to a status of "Awaiting confirmation" from the buyer. In general terms, the purchase order enters the Digital Escrow process in a conventional way.

To create a claim you must follow the following steps:

• Enter the shopper's portal

• The list of purchases will be displayed, find the purchase for which you wish to generate a claim and select the icon shown on the right.

• Enter the purchase data: Origin wallet, Target wallet and Transaction hash. Press the Verify button.

You can directly obtain the information requested above from your wallet in the transaction history. For this example, the Etherscan site is displayed with the transaction details, since the payment was made with Ethereum.

Enter the transaction details and click "Verify".

• The transaction details will be displayed, which can be any of the following options:
  • The amount paid is greater than the total amount of the purchase.
  • The amount paid is less than the total amount of the purchase.

The amount paid is greater than the total amount of the purchase

If the amount paid is greater than the purchase total, a screen with two options will be displayed:

• Claim refund: It will start the claim process for the amount of crypto that was paid, to apply you must click the Claim Refund button.
• Apply payment: It will start the process to apply the payment to the merchant and request the claim for the difference, to request it you must click on the Apply payment button.

The amount paid is less than the total amount of the purchase

If the amount paid is less than the total of the purchase, a screen with the detail of the transaction will be shown, you can request a refund, to request it you must click on the Claim Refund button.

When requesting a refund the following message will be displayed.

You will receive an email with the confirmation of opening the claim.

Check received refunds

You can check the status of your refunds by accessing the refunds menu within the buyer's portal.

A list of received refunds will be displayed, to see the details you can click on the transaction.

You may be interested in knowing how to create a dispute!