1. What is a chargeback
A reversal of a card (or, where applicable, UPI/net-banking) transaction initiated by the End User through their bank/issuer.
2. Process
(a) We notify you via dashboard/webhook/email with dispute reason and deadline. (b) You submit evidence (invoice, delivery proof, communication, refund proof, terms accepted) within the stated window — typically 3–7 days. (c) Evidence is forwarded to the Payment Partner/issuer. (d) Outcome (won/lost) is communicated; lost disputes are debited from settlements or reserves along with the applicable chargeback fee per your agreement.
3. Prevention
Clear billing descriptors, transparent refund terms, prompt refunds, delivery tracking, 3-D Secure, AI risk screening, and responding to pre-dispute alerts where available.
4. Excessive chargebacks
Chargeback ratios above network thresholds may result in reserves, additional fees, remediation plans or termination.
5. UPI/net-banking disputes
Handled through NPCI/bank dispute mechanisms; outcomes are binding.
6. Fraud liability
Merchants bear liability for chargebacks on non-3DS or card-not-present transactions as per network rules, unless liability shifts under applicable rules.
Definitions used across our policies
Common definitions used across policies:
- "Company", "we", "us", "our" — Global eServe Technologies LLP, a limited liability partnership incorporated under the Limited Liability Partnership Act, 2008 (LLPIN to be published), having its registered office at Flat No. 201, 2nd Floor, Plot 577, Triveni Apartment, N M Joshi Marg, Byculla (West), Mumbai – 400027, Maharashtra, India, operating the brand and platform SwifTrail.
- "Platform" — the websites swiftrail.ai and swiftrail.in, dashboards, portals, mobile applications, APIs and related services.
- "Merchant" / "Partner" / "Agent" — a business or individual who has entered into an agreement with the Company to use the Platform.
- "End User" — a customer of a Merchant who makes a payment through the Platform.
- "Payment Partners" — RBI-licensed Payment Aggregators, banks (including escrow, sponsor and card-issuing banks), NBFCs, IRDAI-registered insurers, authorised government-scheme channels, card networks, NPCI and other regulated entities through which payment and financial services are facilitated.