What documents should I provide in case I have a dispute?

In cases of controversy, we will notify you via email of the chargeback, and we will request that you send us the corresponding supporting documents that demonstrate that the purchases were made by the cardholder within a period of no more than 48 business hours.

Convincing support is requested that the cardholder participated in the operation, therefore, the following information is required:

• Evidence of authentication or verification of the Cardholder's identity.
• Tickets/invoices.
• Detail of consumption (Product or Service).
• Letter from the establishment detailing the buyer's data (name, identification, email, telephone numbers, among others) and a detailed explanation of the sales process of the product or service.

In the cases that correspond and apply:

• Sales, delivery and returns policies, and proof that these were communicated to the customer and accepted by them.
• Proof of delivery of merchandise (in case a product has been delivered).
• Certificate of conformity of the service (if any service has been provided).
• Conversations with the client.

Observation: The sending of information should not be in recording format (CDs, audios by email, etc.).

In the event that the operation has not been carried out, a letter or email must be sent informing us about the situation and authorizing the corresponding adjustment.

If you have any questions, you can contact our team by writing to 

support@monnetpayments.com