Payment Disputes

Payment Disputes Policy

At Swapna Infotech, we are committed to providing secure and transparent payment processing. This Payment Disputes Policy explains how payment-related disputes, duplicate transactions, unauthorized payments, chargebacks, and failed transactions are handled.

If you believe there is an issue with your payment, please contact us first so we can investigate and resolve the matter as quickly as possible.

1. Eligible Payment Disputes

Customers may raise a payment dispute in the following situations:

Duplicate payment made for the same order.
Payment was successfully debited, but the order was not created.
The payment amount was debited, but the transaction failed.
An unauthorized or suspicious transaction is identified.
A refund approved by Swapna Infotech has not been received within the expected timeframe.
Any other genuine payment-related issue requiring investigation.

All payment disputes are subject to verification by Swapna Infotech and the respective payment gateway or financial institution.

2. How to Report a Payment Dispute

To help us resolve your issue quickly, please provide:

Order Number (if available)
Transaction ID or Payment Reference Number
Date and time of payment
Payment method used
Amount paid
Screenshot or proof of payment
Brief description of the issue

Email: payments@swapnainfotech.com

3. Investigation Process

After receiving your dispute request:

Our team will acknowledge your request.
We will verify the payment with our payment gateway and banking partners.
Additional documents may be requested if required.
Customers will be informed about the outcome once the investigation is complete.

Investigation timelines may vary depending on the payment provider and bank.

4. Duplicate Payments

If the same order has been paid for more than once:

The duplicate payment will be verified.
Once confirmed, the excess amount will be refunded to the original payment method.
Refunds are initiated within 2 business days after verification.
5. Failed Transactions

If your account has been debited but the order was not created:

Please wait for confirmation from your bank or payment provider.
Many failed transactions are automatically reversed.
If the amount is not reversed within the expected banking timeline, please contact us with your payment details.
6. Unauthorized Transactions

If you believe an unauthorized transaction has occurred:

Contact Swapna Infotech immediately.
Inform your bank or card issuer without delay.
We will cooperate with the payment gateway and financial institution during the investigation.

Swapna Infotech may request additional verification before processing any claim.

7. Chargebacks

Customers are encouraged to contact Swapna Infotech before initiating a chargeback through their bank or card issuer.
Many payment issues can be resolved more quickly through our Customer Support team.
Fraudulent or unjustified chargebacks may result in:

Temporary suspension of order processing.
Additional verification requirements.
Restriction of future purchases where permitted by law.
8. Refund Timeline

If a payment dispute is resolved in the customer's favor:
Refunds are initiated within 2 business days after approval.
Refunds are processed to the original payment method.
Most banks and payment providers credit the amount within 5–7 business days.
Depending on your bank or payment provider, the refunded amount may take up to 9–11 business days to reflect in your account.

9. Exclusions

Payment disputes will generally not be accepted for:

Customer input errors during payment.
Delays caused solely by banks or payment providers after the refund has been initiated.
Claims submitted with false, altered, or misleading information.
Issues already resolved under another applicable policy.
10. Fraud Prevention

Swapna Infotech reserves the right to investigate any payment dispute involving suspected fraud, identity theft, policy abuse, or other unlawful activity.

False claims or fraudulent disputes may result in rejection of the request and other actions permitted under applicable law.

11. Contact Us

For payment-related assistance, please contact:

Payment Support : 📧 payments@swapnainfotech.com
Order Support : 📧 orders@swapnainfotech.com