Cardaq HK
Cardaq HK
Cardaq HK
Cardaq HK

Chargeback Processing

In Cardaq HK our first value is the customer and we highly value each of you. If you have any complaint regarding our services, employees or products, please leave the message above that included full information. We will try our best to reply to your message as soon as possible.

General requirements

  • No cross branding or miscoding is permitted while processing with Cardaq HK
  • Under no circumstances whatsoever merchant is allowed to use the refunds as an alternative to make payouts to customers.
  • Terms and Conditions of Merchant services should contain a clear description of the service and the timeframe within which the service is expected to be provided. (The outcome of any trade should be limited to 30 days)

E-mail notifications

  • E-mail receipts will be automatically sent to customers from Cardaq HK upon both authorization and capture. Such notifications shall contain information about the service provided, the amount charged and the Customer Service contact details for both the Merchant and Cardaq HK.
  • Upon any cardholder dispute, the e-mail receipt will be automatically included in the representment files submitted to the bank.
  • Any confirmation e-mail returned as undeliverable will result in the charge being cancelled or refunded.
  • Any complaint or negative response to the e-mail receipt received by Cardaq HK will result in a notification of the problem to the Merchant Customer Support. If no resolution to the issue has been reached within 24 hours, the charge will be Refunded or Cancelled. Under special circumstances a transaction may be refunded immediately (i.e. specific accusations, or obvious threat from customer). In such cases, merchant shall be notified of the action taken.
  • Optionally, the e-mail may be sent by the Merchant, if
  • If the Merchant exceeds Risk thresholds specified by Cardaq HK, the gateway will commence sending automatic e-mail receipts

Transaction processing

  • CardHolder Data (CHD) is defined as the card number, the expiration date and the CVV and must be entered only on the Payment Page and only by the actual cardholder
  • The Merchant may not use the Website Payment Page as a Virtual Terminal.
  • If the Merchant is connected to the Gateway via the Merchant API, the connection may not be used to connect a Merchant Virtual Terminal nor a Payment Page from another website not listed in the Merchant Agreement.
  • As a general rule, all transactions must be processed following 3D Secure protocol. The Merchant may request an exemption from 3D Secure processing by providing sufficient processing performance history to Cardaq HK GROUP Risk and Compliance Department. If approved for non-3D Secure processing, the following conditions apply:
    • Initial integration with the Gateway must include full 3D Secure operation and testing.
    • If a specific Chargeback ratio is reached, the Merchant Account will automatically be changed to full 3D Secure processing.
  • Transactions will process as Automatic Authorize and Capture with the following rules regarding the Capture of the Authorized amount: Customers without full KYC documentation on file will be limited to:
    • no more than 500.00 USD for a single transaction
    • no more than 1,000.00 USD in a 12-month period
    • no more than 2 approved transactions in 6 months
    The limits above apply to the Customer, regardless of number of cards used.
  • Customers with full KYC documentation on file and approved by Cardaq HK Risk and Compliance Department:
    • Transaction amounts less than an agreed upon threshold will be Captured Automatically
    • Transaction amounts in excess of an agreed upon threshold will be placed in a queue for approval by Cardaq HK Risk and Compliance Department.
  • Cardaq KYC requirements include:
    • A signed Authorization Form (form must be as provided by Cardaq HK or approved by the Risk and Compliance Department if furnished by the Merchant)
    • A copy of a valid government-issued ID with photo
    • A copy of the Credit or Debit card(s) listed on the Authorization form, both front and back with digits 7 through 12 (from the left) of the card covered or masked, the expiration date covered or masked and the CVV (security code) on the back of the card covered or masked
    • A copy of a recent utility bill or a bank statement displaying the home address as stated in the Authorization Form
    For transactions exceeding the agreed threshold mentioned above, the Authorization Form and KYC must be provided within 7 days of the Authorized transaction or the Capture will be Cancelled.

Disclosure of your information

  • Upon receipt of a Dispute being registered by the cardholder (Chargeback, TC-40) Cardaq HK will notify the Merchant and begin the re-presentment process. The Merchant will receive an email notification and a list of documents to be provided. Requested documents must be provided within 48 hours of receipt of the email.
  • Additional information may be requested to re-present the Dispute or Chargeback.