Refund & Dispute Policy

1. Scope

This policy applies to every transaction processed through the GoosunPay platform (operated by YOUNG BIZ SDN. BHD.), across compliant payment channels and partner payment service providers integrated through GoosunPay.

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;
• Other partner channels: handled according to the relevant channel rules; fixed fees or original processing fees may be retained.

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