Chargeback and Dispute Management Policy

1.Purpose

This Chargeback and Dispute Management Policy establishes Evea's framework for receiving, assessing, investigating, managing, and resolving disputes relating to transactions processed through Evea's products and services.

The Policy is designed to ensure that Evea:

• Provides customers with a clear process for reporting disputed transactions.
• Investigates disputes in a fair, timely, and consistent manner.
• Meets applicable card scheme, banking, payment partner, and regulatory requirements.
• Maintains appropriate records and evidence.
• Identifies and responds to potential fraud.
• Prevents abuse of the chargeback and dispute process.
• Uses dispute data to identify recurring operational, product, merchant, or fraud risks.

This Policy applies alongside any applicable card scheme rules, banking partner requirements, payment network rules, customer terms and conditions, and applicable laws and regulations.

2.Scope

This Policy applies to disputes and chargebacks relating to transactions conducted through Evea, including, where applicable:

• Business card transactions.
• Virtual and physical card transactions.
• Unauthorized or suspected fraudulent transactions.
• Duplicate transactions.
• Incorrect transaction amounts.
• Transactions involving goods or services that were not received or were materially different from what was expected.
• Cancelled transactions where an expected refund has not been received.
• Other eligible payment disputes.

The Policy applies to:

• Evea customers.
• Authorized cardholders and account users.
• Relevant Evea employees and contractors.
• Evea's banking, card issuing, payment, and processing partners where applicable.

3.Definitions

For the purposes of this Policy:

• Chargeback means a process through which a card transaction is formally disputed and, where permitted under the applicable payment network or card scheme rules, reversed or challenged through the relevant issuer, processor, acquirer, or payment network.
• Dispute means a customer's claim that a transaction or payment is unauthorized, incorrect, duplicated, unsatisfactory, or otherwise eligible for investigation.
• Cardholder means an individual authorized by a customer to use an Evea-issued or Evea-enabled card.
• Merchant means the business or entity that accepted the payment.
• Unauthorized Transaction means a transaction that the customer or authorized cardholder states was not authorized by them.
• Chargeback Abuse means the intentional misuse of the dispute or chargeback process, including making false or misleading claims in an attempt to obtain an improper reversal or refund.

4.Policy Principles

Evea will manage disputes according to the following principles:

• Timeliness — Disputes must be handled within applicable card scheme, banking partner, and payment network deadlines.
• Fairness — Each dispute will be assessed based on the available facts and evidence.
• Accuracy — Evea will collect and submit accurate information to relevant partners.
• Customer Protection — Evea will take reasonable steps to protect customers from unauthorized and fraudulent activity.
• Evidence-Based Decisions — Decisions will be supported by available transaction and supporting evidence.
• Confidentiality — Customer and dispute information will be handled securely and confidentially.
• Compliance — Evea will comply with applicable card scheme rules, partner requirements, and legal obligations.

5.Customer Eligibility to Raise a Dispute

A customer or authorized cardholder may raise a dispute where they reasonably believe that a transaction is eligible for review.

Examples may include:

• The transaction was not authorized.
• The transaction amount is incorrect.
• The transaction was charged more than once.
• A cash withdrawal or payment was not completed as expected, where applicable.
• Goods or services paid for were not received.
• Goods or services were materially different from what was agreed, subject to applicable scheme rules.
• A transaction was cancelled, but an expected refund has not been received.
• The cardholder attempted to resolve the matter with the merchant where required or appropriate but was unsuccessful.

The availability of a chargeback is not guaranteed. Eligibility and outcomes will depend on the facts of the case and the applicable rules and deadlines.

6.Reporting a Dispute

Customers should report a disputed transaction as soon as reasonably possible after identifying it.

Disputes may be reported through Evea's designated support or dispute channels.

The customer may be required to provide:

• Customer or business name.
• Name of the affected cardholder.
• Transaction date.
• Transaction amount and currency.
• Merchant name.
• Reason for the dispute.
• Relevant supporting documents or evidence.
• Details of any communication with the merchant.
• Any other information reasonably required to investigate the dispute.

Where an unauthorized transaction is reported, Evea may take appropriate action to protect the account, including restricting or replacing the affected card where necessary.

7.Initial Assessment

Upon receiving a dispute, Evea will conduct an initial assessment to determine whether:

• The transaction can be identified.
• The dispute has been submitted within the applicable timeframe.
• The reason for the dispute is clear.
• Sufficient information has been provided.
• The transaction appears eligible for further review.
• Immediate action is required to prevent further potential loss or fraud.

Where additional information is required, Evea may contact the customer before proceeding.

If a dispute is clearly ineligible under applicable rules or outside the relevant timeframe, Evea will inform the customer of the reason where appropriate.

8.Dispute Investigation

Evea will investigate eligible disputes using available information and evidence.

The investigation may include:

• Transaction records.
• Card and account activity.
• Cardholder authentication data.
• Device and access information, where available and appropriate.
• Merchant information.
• Customer communications.
• Evidence of delivery or fulfilment.
• Refund or cancellation records.
• Information provided by banking, card issuing, payment, or processing partners.

Evea may request additional information from the customer during the investigation.

Failure to provide reasonably requested information may affect Evea's ability to proceed with the dispute.

9.Unauthorized and Suspected Fraudulent Transactions

Where a customer reports an unauthorized or potentially fraudulent transaction, Evea will review the report and take appropriate steps based on the circumstances.

Such steps may include:

• Reviewing transaction and account activity.
• Reviewing available authentication and access information.
• Restricting or temporarily blocking the affected card.
• Replacing the affected card where appropriate.
• Monitoring the account for additional suspicious activity.
• Escalating the matter to Evea's fraud, risk, or compliance function.
• Submitting a dispute or chargeback through the relevant partner where appropriate.

Evea may contact the customer to obtain additional information required for the investigation.

10.Submission of Chargebacks

Where a dispute is eligible for submission, Evea will initiate or facilitate the chargeback process through the relevant banking, card issuing, payment, or processing partner.

Chargebacks will be submitted based on:

• The applicable dispute reason(s).
• Available evidence.
• Applicable card scheme or payment network rules.
• Relevant submission deadlines.

Evea may rely on its issuing bank, card processor, card programme manager, or other authorized infrastructure partner to formally process a chargeback.

The submission of a chargeback does not guarantee that the disputed funds will be recovered.

11.Provisional Credits and Reversals

Where permitted by Evea's partners, applicable rules, or Evea's internal processes, a customer may receive a provisional credit while a dispute is being investigated.

A provisional credit:

• Does not represent a final decision.
• May be reversed if the dispute is unsuccessful.
• May be subject to applicable partner or card scheme rules.
• Will be communicated to the customer where applicable.

Evea is not obligated to provide a provisional credit unless required by applicable law, contractual obligations, or relevant programme rules.

12.Customer Communication

Evea will make reasonable efforts to keep customers informed about the status of their dispute.

Communications may include:

• Confirmation that a dispute has been received.
• Requests for additional information.
• Notification that the dispute has been submitted.
• Updates where material developments occur.
• Notification of the outcome.

The duration of a dispute may vary depending on the complexity of the case and the processes of Evea's banking, card, payment, and merchant-side partners.

13.Dispute Outcomes

A dispute may result in:

• The transaction being reversed or refunded.
• A full or partial recovery of funds.
• The dispute being rejected.
• A provisional credit being reversed.
• Further review or escalation.

The final outcome may depend on decisions made through applicable card scheme, banking, payment network, issuer, acquirer, merchant, or regulatory processes.

Evea will communicate the outcome to the customer where appropriate.

14.Merchant Resolution

Where appropriate and permitted under applicable rules, Evea may encourage or require the customer to first attempt to resolve a transaction issue directly with the merchant.

Customers should retain relevant evidence, including:

• Receipts.
• Order confirmations.
• Cancellation confirmations.
• Refund requests.
• Correspondence with the merchant.
• Evidence relating to non-delivery or other issues.

A customer should not delay reporting a dispute where doing so could cause them to miss an applicable dispute deadline.

15.Chargeback Abuse and False Claims

Evea prohibits the misuse of the dispute and chargeback process.

Examples may include:

• Knowingly disputing a transaction that the cardholder authorized.
• Providing false or misleading information.
• Attempting to obtain both a merchant refund and a chargeback for the same transaction without disclosure.
• Repeatedly submitting unfounded disputes.
• Using the dispute process to obtain an improper financial benefit.

Where Evea reasonably suspects chargeback abuse or fraud, it may:

• Conduct additional investigation.
• Decline or discontinue a dispute where permitted.
• Restrict relevant account or card activity.
• Require additional verification.
• Escalate the matter to the appropriate Risk or Compliance function.
• Take other action permitted under the customer agreement and applicable law.

16.Roles and Responsibilities

16.1Customer Support and Operations

Relevant customer support and operations teams are responsible for:

• Receiving customer dispute reports.
• Collecting required information and evidence.
• Providing customers with appropriate updates.
• Escalating cases that involve fraud, sanctions, financial crime, or other significant risks.

16.2Risk and Compliance

The Risk and Compliance function is responsible for:

• Reviewing escalated or high-risk disputes.
• Supporting investigations involving suspected fraud or financial crime.
• Monitoring dispute trends and control weaknesses.
• Ensuring relevant escalations are handled appropriately.
• Supporting periodic review of this Policy.

16.3Management

Management is responsible for:

• Providing oversight of Evea's dispute management framework.
• Reviewing material operational, fraud, financial, or reputational risks.
• Ensuring appropriate resources and controls are available.

17.Record Keeping

Evea will maintain appropriate records relating to disputes and chargebacks, including:

• Customer dispute reports.
• Transaction details.
• Supporting evidence.
• Customer communications.
• Investigation records.
• Decisions and approvals.
• Partner correspondence.
• Chargeback submissions and outcomes.

Records will be retained in accordance with applicable legal, regulatory, card scheme, contractual, and internal record-retention requirements.

18.Fraud Monitoring and Trend Analysis

Evea will monitor dispute and chargeback activity to identify potential:

• Fraud trends.
• Repeated unauthorized transaction reports.
• Merchant-related issues.
• Product or system weaknesses.
• Customer account compromise.
• Chargeback abuse.
• Operational errors.

Where material trends or weaknesses are identified, Evea may implement additional controls, restrictions, monitoring, or remediation measures.

19.Third-Party and Partner Coordination

Evea may work with its banking, card issuing, payment processing, and other infrastructure partners to manage disputes and chargebacks.

Where Evea relies on a partner to process or adjudicate a dispute, Evea will provide relevant information and supporting evidence within applicable deadlines.

Partner rules and card scheme requirements may determine the final processing steps, timelines, and outcomes of a chargeback.

20.Training and Awareness

Relevant Evea personnel will receive appropriate training on:

• Dispute intake and classification.
• Customer communication.
• Evidence collection.
• Fraud indicators.
• Chargeback and escalation procedures.
• Applicable partner and card programme requirements.

Training will be provided periodically and updated where material changes occur.

21.Monitoring and Policy Effectiveness

Evea will periodically review the effectiveness of its chargeback and dispute management controls.

This may include reviewing:

• Dispute volumes and trends.
• Chargeback win and loss rates.
• Processing timelines.
• Fraud-related disputes.
• Repeat customer disputes.
• Merchant-related issues.
• Operational errors.
• Partner escalations.
• Control failures.

Material issues identified through these reviews will be addressed through appropriate remediation.

22.Policy Review

This Policy will be reviewed at least annually and earlier where necessary due to:

• Changes in card scheme or payment network rules.
• Changes in applicable laws or regulations.
• Changes in Evea's products or services.
• New banking, card issuing, or payment partnerships.
• Material changes in Evea's risk profile.
• Significant fraud, dispute, or operational incidents.

Material amendments must be approved by management.

23.Policy Breaches

Employees and contractors must comply with this Policy and associated procedures.

Any employee or contractor who knowingly bypasses, manipulates, or undermines Evea's dispute management controls may be subject to appropriate disciplinary or contractual action.