How do I resolve a dispute?

If you have received an email from us regarding a disputed transaction, please follow these steps to resolve the matter effectively:

1. Log in to the Hello Clever dashboard at https://merchant.helloclever.co/

2. Go to the payment history of the website/merchant by following this guide: Payment History

3. Search for the transaction by name, reference number, or PayID

4. Click on the corresponding transaction row to view the payment details

5. The dispute resolution steps are provided on the payment details page.

6. You can click the Accept dispute button to refund the transaction or Counter dispute to submit the necessary documents to challenge it.

7. If you click on the Accept dispute button, we will show a pop-up to confirm the refund.

   If you click on the Counter dispute button, we will show a pop-up where you can upload the necessary documents to challenge the dispute.

   Once you've uploaded the documents, click on the 'Update evidence' button at the bottom of the pop-up window.

8. If you have any additional evidence or documentation to support your dispute, you can upload it by clicking on the Update evidence button on the payment details page.

9. We will send an email and inform you of the dispute resolution outcome via our support channel.