Merchant Dispute and Refund Allocation Policy

Merchant Dispute and Refund Allocation Policy

Last Updated: March 15, 2025 This Merchant Dispute and Refund Allocation Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to merchants, retailers, restaurants, shippers, and other partner businesses (“Merchants”) that originate orders, request delivery services, or otherwise use our websites, mobile applications, APIs, or related services (the “Platform”) to arrange or support deliveries and related services (collectively, “Merchant Deliveries”). This policy defines how disputes, refunds, chargebacks, and responsibility allocation may be handled between Muvr and Merchants for Merchant Deliveries. It supplements our Refund Policy, Deliveries Service Policy, Delivery Proof and Acceptance Policy, Delivery Chain of Custody Policy, Failed Delivery and Returns Policy, Claims Process and Evidence Standards, Business Billing and Invoicing Policy, Business Claims and Liability Addendum, API and Integrations Terms, and any separate written agreement between Muvr and the Merchant. If a separate written agreement controls, it supersedes this policy to the extent of conflict.

1) Core principles

  • Allocation depends on the cause of the dispute and the evidence available.
  • Merchants are responsible for product quality, packaging, item accuracy, and lawful sale/fulfillment.
  • Muvr and Providers are responsible for delivery execution consistent with booking instructions and proof standards.
  • Chargebacks and disputes are evidence-driven; we use Platform logs, proof records, and communications.
  • This policy does not guarantee a refund and does not expand liability beyond what is required by law or contract.

2) Definitions

  • Merchant: A business that originates an order for delivery through Muvr.
  • End Customer: The consumer receiving the Merchant’s goods.
  • Merchant Delivery: A delivery arranged by a Merchant through the Platform, APIs, or partner tools.
  • Dispute: Any complaint alleging non-delivery, incorrect delivery, damage, missing items, late delivery, poor condition, or billing error.
  • Refund: Reversal of charges or issuance of credits to an End Customer, Merchant, or Business Customer.
  • Chargeback: A cardholder dispute through a bank/payment network.
  • POD: Proof of Delivery as defined in our Delivery Proof and Acceptance Policy.

3) Evidence hierarchy for allocation

When allocating responsibility, we consider (non-exhaustive):
  • OTP/signature verification (highest weight where used)
  • photo POD with location context
  • Platform timestamps and location signals
  • pickup confirmation and pickup photos (where available)
  • merchant handoff scans, packing station logs, or POS records
  • customer communications logs (in-app/SMS/call records where permitted)
  • delivery attempt and failure reason logs
  • security footage references (where available)
  • prior pattern/fraud signals

4) Dispute categories and allocation rules

A) Non-delivery / “Not Received”

Allocation generally depends on POD quality:
  • Delivered with OTP/signature completed per policy: Dispute typically allocated to Merchant/End Customer unless evidence shows fraud or Provider misconduct.
  • Delivered with photo POD + Platform location evidence: Dispute typically allocated to Merchant/End Customer if POD is compliant and drop instructions allowed; may be allocated to Muvr if evidence shows delivery to wrong location or policy violation.
  • No compliant POD or conflicting evidence: Dispute more likely allocated to Muvr.
If End Customer authorized contactless drop-off, theft after compliant delivery is generally not allocated to Muvr, subject to applicable law and contract.

B) Wrong address / incorrect recipient

  • If Merchant provided incorrect address or recipient info: allocated to Merchant.
  • If Provider delivered to wrong address contrary to provided info and evidence supports it: allocated to Muvr.

C) Missing items / partial order

Allocation depends on handoff evidence:
  • If sealed packaging and merchant provided correct count but items missing inside: allocated to Merchant.
  • If items missing due to Provider custody loss and evidence supports: allocated to Muvr.
  • If no reliable pickup count/scan: allocation determined based on best available evidence; Merchant may be asked to improve pickup verification.

D) Damage to goods / poor condition

  • If packaging inadequate or unsuitable for transport: allocated to Merchant.
  • If damage consistent with mishandling during transport and evidence supports: may be allocated to Muvr.
  • If goods are perishable and delivery window or storage instructions were inadequate: typically allocated to Merchant unless a verified delivery failure caused spoilage.

E) Late delivery

  • If delay caused by Merchant readiness issues, late handoff, incorrect info, or staging delays: allocated to Merchant.
  • If delay caused by Provider no-show, Platform dispatch failure, or verified mishandling: may be allocated to Muvr.
  • Traffic, weather, and force majeure delays are generally not allocated to Muvr.
SLA credits (if any) apply only if expressly agreed in writing.

F) Refused delivery / failed delivery / returns

Allocation depends on cause:
  • Recipient unavailable / access blocked / incorrect info: typically allocated to Merchant (or End Customer under Merchant policies).
  • Unsafe conditions/prohibited items: allocated to Merchant if originating item violates policy.
  • Provider failure to attempt delivery per workflow: may be allocated to Muvr.
Return and re-delivery fees are governed by Failed Delivery and Returns Policy and Merchant program terms.

5) Refund methods and who issues the refund

Unless otherwise agreed:
  • Merchants are responsible for customer refunds for the underlying goods sold by the Merchant.
  • Muvr may issue delivery-fee credits or adjustments when Muvr is responsible for delivery failure, subject to policy and contract.
  • If Muvr bills Merchants for delivery services, adjustments may be applied as invoice credits rather than consumer refunds.
Where Muvr collects payment on behalf of a Merchant (if applicable), allocation and settlement follow the written program terms.

6) Chargebacks and payment disputes

Merchants must notify Muvr promptly of chargebacks involving Merchant Deliveries. To the extent permitted by law and contract:
  • Muvr may provide evidence for delivery completion (POD, logs) to support chargeback defense
  • chargeback fees assessed by processors may be allocated to the responsible party
  • repeated chargeback patterns may trigger holds, reserves, or program restrictions
If a chargeback is caused by Merchant product issues (quality, wrong item), it is generally allocated to Merchant.

7) Dispute submission timelines (strict)

Unless a written agreement states otherwise, Merchants must submit disputes within:
  • 24 hours for non-delivery/incorrect delivery claims (from completion time in Platform)
  • 48 hours for damage/missing item claims (from completion time in Platform)
  • 15 days for invoice/billing disputes (from invoice date)
Late disputes may be denied due to evidence degradation.

8) Merchant packaging, labeling, and handoff requirements

Merchants must:
  • package items to withstand normal delivery conditions
  • seal packages where appropriate and label clearly
  • provide accurate pickup counts and order identifiers
  • ensure items are ready at pickup time
  • avoid including prohibited items
If Merchant repeatedly fails packaging/handoff standards, Muvr may require process changes or may suspend service.

9) Holds, offsets, and allocation adjustments

To the fullest extent permitted by law and contract, Muvr may:
  • offset amounts owed by Merchant against credits, refunds, or dispute amounts
  • apply invoice credits rather than cash refunds
  • impose reserves or delayed settlements for elevated risk or repeated disputes
  • reverse credits if later evidence shows Merchant responsibility or fraud

10) Fraud and abuse

Fraudulent disputes, false “not received” claims, and collusion are prohibited. We may:
  • deny refunds
  • suspend accounts or program access
  • require OTP/signature for higher-risk deliveries
  • refer matters to law enforcement where appropriate

11) No expansion of liability; limitation of damages

Nothing in this policy expands Muvr’s liability beyond applicable law and governing agreements. To the fullest extent permitted by law:
  • neither party is liable for indirect or consequential damages (lost profits, reputational harm) absent a written agreement stating otherwise.

12) Policy changes

We may update this policy at any time. Updates will be reflected by the “Last Updated” date above. Continued use of Merchant services after updates constitutes acceptance of the revised policy to the extent permitted by law.
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