Support through the payment lifecycle
Duoza supports merchant monitoring and chargeback workflows. A coordinated process keeps the merchant, Duoza, and acquiring bank aligned on transaction inquiries, evidence, and case follow-up.
Card-network and acquiring rules govern dispute handling and decisions. Your operating guide provides the applicable notification, submission, and escalation procedures.
Make monitoring actionable
Assign a contact to review operational inquiries and unusual payment activity. Keep the merchant’s support team connected with Duoza and the acquiring partner so requests reach the right owner.
Use the monitoring guidance for your setup to organize investigation and customer communication.
Prepare useful dispute evidence
Keep order, fulfilment, customer communication, and payment records organized under your data-retention policy. These records help your team explain the transaction and respond to the acquiring bank’s evidence request.
Follow the applicable case deadlines and submission process. Assign a dispute owner to coordinate the response and track the outcome.
Close the operational loop
Reflect dispute outcomes and related adjustments in your operational records and settlement reconciliation. Keep the evidence, response, and outcome together for future reference.
Review the process when you add a payment channel or change the acquiring arrangement, and keep escalation contacts current.