Refund & Dispute Policy

1. Scope

This policy applies to every transaction processed through the GoosunPay platform (operated by YOUNG BIZ SDN. BHD.), across every integrated channel — Stripe, iPay88, Adyen, Coinbase Commerce and others.

2. How to initiate a refund

2.1 Cardholder / end customer

• First contact the merchant that sold to you and ask them to initiate the refund;
• If the merchant is unresponsive: contact GoosunPay support at [email protected]. We will intervene within 3 business days;
• Last resort: raise a chargeback with your issuing bank.

2.2 Merchant-initiated refund

• Sign in to the merchant console at https://goosunpay.com/merchant/orders;
• Locate the target order and click "Refund";
• Select full or partial refund and provide a reason;
• The system initiates the reverse transfer via the Stripe / PSP API automatically.

3. Refund timing

4. Refund eligibility

4.1 Eligible for a full refund

• The merchant failed to deliver the promised goods or service;
• The goods / service materially differ from what was described;
• The order is fraudulent or was not authorised;
• Duplicate charges or technical error;
• Quality defects within the merchant's reasonable return window.

4.2 Generally not refundable

• Virtual / digital goods already delivered and used;
• Services already performed in full;
• Custom-made goods produced to the customer's specification;
• Promotional items clearly marked "non-refundable";
• Past the merchant's stated refund window (typically 30 / 60 / 90 days).

5. Handling of fees on refunds

When a refund is initiated, PSP channel fees are handled as follows:

• Stripe: fees are not refunded (Stripe's standard policy since September 2017);
• iPay88: depends on transaction age and refund amount, typically not refunded;
• Coinbase Commerce: a 1% fee applies per original transaction rate.

The platform service fee is refunded proportionally to the merchant account.

6. Chargeback workflow

If the cardholder raises a chargeback with the issuer, the merchant must submit representment within 7 days through the console — otherwise the chargeback is accepted:

• Order screenshots, shipping records, tracking numbers;
• Proof of delivery (if applicable);
• Communication logs between customer and merchant;
• Proof of delivery for digital goods — login logs, activation records;
• IP, device fingerprint, 3DS results and other fraud signals.

Chargeback fees:

• Stripe: US$15 per case;
• iPay88: MYR 50 per case;
• Successful representment — the fee is refunded to the merchant.

7. High-risk merchant restrictions

If a merchant's chargeback ratio exceeds 1% for three consecutive months, the platform will:

• Increase the rolling reserve (from 5% up to 20%);
• Lower per-transaction limits;
• In severe cases, suspend or terminate service.

8. Dispute escalation

If the cardholder is unsatisfied with the refund outcome, the escalation path is:

1. Contact GoosunPay compliance: [email protected];
2. Raise a chargeback with your issuing bank;
3. File with the Tribunal for Consumer Claims (TTPM), Malaysia;
4. Report to Bank Negara Malaysia's payment-systems unit.

9. Contact us