Disputes & Chargebacks Policy (USK Furniture)
Overview
This policy explains how we handle payment disputes and chargebacks for purchases made on the USK Website. Our goal is to resolve issues quickly and fairly through direct communication with customers and our payment partners, while protecting both parties from fraud and errors.
Definitions
- Dispute: A customer-initiated communication to us or to their card issuer/payment provider challenging a transaction (e.g., incorrect charge, defective item, delivery issue).
- Chargeback: A payment-processor-initiated reversal of a credit card payment, initiated by the card issuer after a dispute is filed, often based on evidence provided by the cardholder and/or merchant.
How to Avoid and Resolve Disputes
- Clear Communication: If you have a question or concern about an order, contact us first at +855 89 289 799, info@uskcambodia.com to resolve before involving your payment provider.
- Documentation: Keep all order records, delivery confirmation, photos of items, and any communications. These may be requested by us or the payment processor.
- Delivery and Acceptance: Obtain proof of delivery (e.g., signature, delivery notes) where applicable. Report delivery issues within 2 days of receipt.
- Returns and Refunds: If eligible, use our Returns process to resolve issues (see Returns Policy). Completing the approved return or exchange can prevent disputes.
Our Dispute Handling Process
- Notification: We will notify you if we receive a dispute or chargeback related to your order.
- Evidence Collection: We will collect relevant documentation (order details, tracking, delivery confirmation, photos of product condition, return/repair tracking, communications).
- Response Timeline: We will respond to the payment processor within 5-10 business days of receiving notice, or sooner if required by the processor.
- Resolution: We aim to resolve disputes through refund, exchange, replacement, or other remedies per our policies. If the dispute is unfounded or fraudulent, we will provide evidence to the processor and pursue appropriate actions.
- Fees: If a dispute is found to be the customer’s fault, or if it is deemed fraudulent, we may charge back any related fee(s) from the customer as allowed by our terms and applicable laws.
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Customer Responsibilities
You must provide accurate information and timely responses if contacted by us or by the payment processor. If a dispute is resolved in our favor, you may be responsible for any non-refundable processing or restocking fees as stated in our Returns or Terms.
Merchant Responsibilities
Maintain clear, accessible order records and delivery confirmation. Respond to disputes and payment-processor requests within the stated timelines. Apply our Returns Policy consistently and in accordance with applicable laws.
Documentation We May Request
- Order number, transaction ID, and payment method.
- Delivery confirmation and tracking details (including recipient signature, if applicable).
- Photos or videos of item condition on arrival.
- Proof of return shipment and tracking (if a return was issued).
- Correspondence with customer regarding the issue.
Timelines
- Dispute notification to us: within 5 days of becoming aware.
- Customer response to us: within 5 days of request.
- Our evidence submission to processor: within 5 business days of receipt.
Delivery of Final Resolution
We will inform you of the outcome and, if applicable, issue refunds, replacements, or other remedies per policy and processor requirements.
Contact Information
Merchant Support: +855 89 289 799, info@uskcambodia.com
Hours: 8:00 am – 5:00 pm
Disputes/Chargebacks Liaison: Uong Kimseng/ Management
Policy Updates
We may update this policy from time to time. The version on our site at the time of your purchase governs your rights.