Chargeback & Dispute Resolution Policy

Effective Date: 01/16/2025

Candy Shop Kiosk is dedicated to ensuring transparent and secure financial transactions for our customers and merchants. This Chargeback & Dispute Resolution Policy explains the process for handling disputes, chargebacks, and fraudulent claims related to product purchases, kiosk services, and payment processing transactions.

This policy applies to:

• Retail customers purchasing from a Candy Shop Kiosk partner.
• Merchants using our kiosks and payment processing solutions via eMerchant Authority.
• Transactions processed through Clover and related platforms.

A chargeback occurs when a customer disputes a credit card charge with their bank or credit card issuer. Common reasons include:

• Unauthorized or fraudulent transactions
• Product not received or defective
• Billing errors or duplicate charges

Chargebacks can negatively impact merchants, resulting in fees, penalties, and potential merchant account suspension.

To help merchants reduce chargeback risks, Candy Shop Kiosk recommends:

• Clearly stating return and refund policies at checkout.
• Requiring ID verification for high-value transactions.
• Using Clover’s built-in fraud protection.
• Providing order tracking and shipment confirmation.
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Merchants using Candy Shop Kiosk’s payment processing must comply with eMerchant Authority’s risk management policies.

If you believe you have been wrongly charged, follow these steps:

1. Contact Candy Shop Kiosk Support within 7 days of the transaction.
2. Provide order details and supporting evidence (e.g., screenshots, emails, receipts).
3. Our team will investigate and respond within 5 business days.
4. If the claim is valid, a refund will be issued. If the claim is invalid, you may appeal the decision.

If a chargeback is filed against you:

1. You will receive a chargeback notification from eMerchant Authority.
2. You have 10 business days to provide evidence proving the transaction’s legitimacy.
3. Evidence may include signed receipts, delivery confirmations, and transaction logs.
4. If you successfully dispute the chargeback, funds will be reinstated.
5. If the chargeback is upheld, the disputed amount will be deducted from your account.

Merchants with excessive chargebacks (over 1% of transactions) may face account review and potential suspension.

Candy Shop Kiosk actively monitors and investigates fraudulent chargeback claims. Customers found abusing chargebacks may face:

• Permanent account suspension.
• Legal action for financial fraud.
• Blacklisting from using our kiosks and payment services.

Merchants engaging in fraudulent chargeback practices may have their eMerchant Authority payment processing account terminated.

For all chargeback inquiries, contact:

• Email: Your provided account specialist 
• Phone: Your provided account specialist 

Disputes will be handled in accordance with U.S. banking and merchant regulations.