ChatyShop Refund, Dispute & Wallet Policy

1. Purpose

ChatyShop is a chat-first, AI-powered shopping and booking platform that connects users with verified partner stores, merchants, and service providers through secure APIs.

All transactions, refunds, and order-related issues are governed primarily by the partner platform’s policies. ChatyShop’s role is to facilitate tracking, wallet management, and communication — ensuring that verified users receive proper updates and credits based on partner confirmation.

2. Types of Refunds & Credits

2.1 Partner Refunds

• Orders or bookings completed through ChatyShop but fulfilled by partner platforms (e.g., Amazon, Flipkart, Booking.com) follow the respective partner’s refund policy.
• Refunds initiated by a partner are processed directly by that provider.
• ChatyShop displays refund status and logs updates as provided via partner APIs.

2.2 ChatyWallet Credits

• ChatyShop may issue wallet credits for verified order completions, promotional campaigns, or internal goodwill adjustments.
• These credits appear in your ChatyWallet once confirmed by the partner’s system.
• Credits can be redeemed as per ChatyShop’s internal balance and redemption guidelines.

3. Wallet Policy

3.1 Wallet Overview

• Your ChatyWallet stores internal balance credits earned through verified transactions, promotions, or adjustments.
• Wallet balances are non-transferable, non-exchangeable, and non-interest-bearing.

3.2 Credit Confirmation

• Credits are added only after confirmation by the respective partner’s API.
• Pending credits remain “locked” until the partner verification period ends.
• Canceled or refunded partner orders will not generate wallet credits.

3.3 Redemption

• Minimum redemption limits apply (displayed in your Wallet).
• Redemptions are processed through supported payout options such as UPI, gift cards, or vouchers (subject to region).
• ChatyShop may require identity verification before releasing payouts.

3.4 Expiry

• Unused credits may expire 12 months after issuance.
• Expired credits cannot be restored or transferred.

4. Refund Process Flow

4.1 For Partner Purchases

1. The user requests a refund directly on the partner platform.
2. The partner processes and confirms refund status.
3. ChatyShop reflects this update within the user’s dashboard or chat interface.
4. Any associated wallet credits are automatically reversed if the order is canceled or refunded.

4.2 For ChatyWallet Credits

1. If an error occurs (e.g., uncredited wallet amount after verified purchase), the user raises a ticket at support@chatyshop.com within 30 days.
2. ChatyShop audits API logs, transaction IDs, and confirmation reports.
3. If verified, credits are adjusted or reissued within 5–10 working days.

5. Dispute Resolution

5.1 Types of Disputes

• Transaction Disputes: payment, order confirmation, or delivery issues.
• Wallet Disputes: missing, incorrect, or expired wallet balances.
• Promotional Disputes: incorrect or invalid promotional credits.

5.2 How to Raise a Dispute

• Email: support@chatyshop.com
• In-app Chat Assistant: Help > Report an Issue
• Admin escalation (verified users): within the dashboard support panel

Include: registered email, transaction/order ID, screenshot (if applicable), and a short description.

5.3 Resolution Timeline

We coordinate with partner APIs and payment processors to resolve legitimate claims as quickly as possible.

6. Refund Denial Conditions

• Partner marks the order as invalid or canceled.
• Repeated refund abuse or fraudulent activity.
• Orders placed outside official partner integrations.
• Expired wallet credits beyond 12 months.
• Violation of ChatyShop Terms or misuse of offers.

14. Contact

• Support: support@chatyshop.com
• Website: www.chatyshop.com
• HQ: ChatyShop HQ – Chennai, India