Dispute & Chargeback Policy

1. Overview
This policy outlines the process Selstack follows in the event of a transaction dispute or chargeback. It is designed to:

Reduce fraud and abuse of the system.
Ensure sellers are accountable for delivery.
Ensure buyers receive value for their payments.
Provide clear steps for handling disputes.

2. What Is a Chargeback?
A chargeback occurs when a buyer contacts their bank or card provider to dispute a charge made through Selstack. This can result in the reversal of the payment, even if the seller delivered the service or product.
Common reasons for chargebacks:

Unauthorized transaction
Product or service not received
Product/service not as described
Technical issues or billing errors

3. Dispute Process on Selstack
Before initiating a chargeback, buyers must first try to resolve the issue via Selstack’s internal dispute resolution system. The steps are:

Buyer contacts Selstack Support within 48 hours of receiving (or failing to receive) the product/service.
Selstack investigates by collecting:
- Seller’s delivery proof
- Buyer’s claim and any relevant evidence
If unresolved, the buyer may contact their bank for a chargeback, and Selstack will engage with the bank as the payment processor.

4. Proof of Delivery Requirements
To defend against chargebacks, sellers must maintain valid proof of delivery, which may include:
For Digital Products:

Download/access logs
Screenshots of product delivery or access links
Timestamps of file uploads or unlocks
Delivery confirmation messages

For Services:

Screenshots of completed work
Before/after visuals
Chat records showing acceptance
Submission files or links

For Physical Goods (if applicable):

Courier tracking number and delivery confirmation
Receipt of delivery signed or acknowledged by buyer

5. Chargeback Handling
If a chargeback is initiated:

Selstack will immediately pause the seller’s payout for the disputed amount.
Selstack will compile and submit available evidence to the bank via Paystack.
The issuing bank will review and make the final decision.
If the decision favors the buyer, the amount is permanently debited from Selstack’s account.
If the decision favors the seller, the funds are returned to the account.

6. Fraudulent Activity
Selstack has a zero-tolerance policy for fraud. If any buyer or seller is found engaging in fraudulent behavior, we reserve the right to:

Immediately suspend or terminate their account.
Withhold funds pending investigation.
Report the user to payment processors and legal authorities.
Take legal action to recover losses.

7. Preventing Disputes
For Sellers:

Always deliver on time and communicate clearly.
Upload all proof of delivery before requesting payout.
Avoid vague or misleading product/service descriptions.

For Buyers:

Only purchase from verified and rated sellers.
Read service descriptions carefully before placing an order.
Contact support first in case of issues before requesting a chargeback.

8. Final Notes
By using Selstack, you agree to:

Cooperate in any dispute or chargeback investigation.
Abide by the outcome of bank or platform investigations.
Provide evidence when requested during a dispute.

Need Help?
If you’re involved in a transaction dispute or need to report fraud, please contact us immediately at hello@selstack.com or via the in-app ticket center.

Reach out to us on

Customer care: hello@selstack.com

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