Chargeback Policy

Last updated May 16, 2026

Chargeback Policy

Quick summary

EscrowWays protects buyers through escrow. Your payment is held safely until you confirm you got what you paid for. Because of this, you do not need to file chargebacks with your bank or card issuer — our dispute system handles every legitimate complaint within 48 hours.

If you file a chargeback before going through our dispute process, your account will be suspended and the chargeback may be challenged. This page explains exactly what chargebacks are, why our dispute system is better, and what happens if you misuse the chargeback system.

What is a chargeback?

A chargeback is when you ask your bank or card issuer to forcibly reverse a payment you made. It's meant for emergencies like:

  • Your card was used without your permission
  • A merchant never delivered what you paid for and refused to refund you
  • You were charged for something you canceled
  • A merchant went out of business and won't respond

Banks designed chargebacks as a last resort — for when a merchant refuses to communicate or resolve your problem. They are not meant to be used instead of asking for a refund through normal channels.

Why chargebacks don't apply to EscrowWays

EscrowWays is structured differently from regular online stores. When you pay, your money does not go directly to a seller; it goes into escrow — a protected holding account managed by us. Here's why that matters for chargebacks:

The seller hasn't been paid yet

When you place an order, the seller doesn't get your money. We hold it. We only release it when:

  • You click "Confirm receipt" on your order page, OR
  • The 24-hour dispute window passes without you opening a dispute, OR
  • A dispute is resolved in the seller's favor by our admin team

This means before any of those things happen, you can simply open a dispute on the platform and your money is still in our holding account. There's no need to involve your bank.

We resolve disputes faster than banks

  • Our dispute process: 24-48 hours from open to resolution
  • Bank chargeback process: 30-90 days, sometimes longer

If your goal is to get your money back quickly, our dispute system is dramatically faster than a chargeback.

We have full transaction context

Banks only see "you paid EscrowWays X rupees." They don't know what you ordered, what was delivered, or what went wrong. Our admin team can see every screenshot, every message between you and the seller, every delivery attempt — and make a fair decision.

When you should open a platform dispute instead

If any of these happen, open a dispute on EscrowWays first. Do not contact your bank.

  • The seller never delivered, even after marking the order as delivered
  • The code, key, or credentials don't work
  • The item is significantly different from what was promised
  • The account or subscription was suspended shortly after you received it
  • The seller delivered the wrong product
  • Part of your order is missing
  • You changed your mind before the seller delivered (request a cancellation)
  • You're confused about whether the order went through
  • Any other reason you want your money back

To open a dispute:

  1. Go to your Orders page
  2. Find the order in question
  3. Click "Open dispute"
  4. Select a reason and provide evidence (screenshots, messages, descriptions)
  5. Submit

You'll get a response within 24-48 hours. Most disputes resolve in your favor when you have legitimate evidence.

The no-chargeback rule

By using EscrowWays, you agree to this rule:

You will not initiate a chargeback, dispute, or payment reversal through your bank, credit card issuer, or any payment provider before opening a dispute on the EscrowWays platform and waiting for our resolution.

This means:

  • You won't call your bank to "reverse the charge" without contacting us first
  • You won't tell your credit card company you "didn't authorize" a payment you actually made
  • You won't initiate a dispute through JazzCash, EasyPaisa, SadaPay, or your bank's chargeback process to bypass our dispute system
  • You won't tell your card issuer that goods were "not received" when you actually received them

If you have a problem with an order, the EscrowWays dispute system is the right way to handle it.

When chargebacks ARE allowed

There are limited situations where contacting your bank is appropriate:

Unauthorized transactions

If someone used your card or bank account to make a purchase on EscrowWays without your permission (e.g., your card was stolen), that's identity theft, not a marketplace dispute. In this case:

  • Report it to your bank immediately
  • Contact our security team at abuse@escrowways.com
  • We will work with your bank to investigate and prevent further fraud
  • Your account will be reviewed for any signs of compromise

EscrowWays doesn't respond after a platform dispute

If you've opened a platform dispute and we haven't responded within 7 calendar days, you may have grounds to involve your payment provider. This is extremely rare — we typically resolve disputes within 48 hours.

Platform-level technical failures

If our payment system charged you twice for the same order, or processed a payment for an order that doesn't exist in your account, contact us first. If we can't fix it within 7 days, contacting your bank is reasonable.

What happens if you file an unauthorized chargeback

Unauthorized chargebacks (chargebacks filed without going through our dispute system first) have serious consequences.

Immediate consequences

  • Your EscrowWays account is suspended immediately upon notification of the chargeback
  • All your pending orders are frozen
  • Any wallet balance is held pending review
  • The seller is notified and provided with our evidence to defend the transaction

Chargeback response

We routinely contest unauthorized chargebacks because we keep complete transaction records:

  • Order receipts with timestamps
  • Delivery confirmation by the seller
  • Your confirmation of receipt (if applicable)
  • Communication logs between you and the seller
  • IP addresses and device fingerprints from the order
  • Our dispute system records showing you did not open a platform dispute first

This evidence typically results in the chargeback being denied by the bank or card issuer. Banks routinely reverse chargebacks when merchants can prove the buyer received the product and did not use the merchant's own dispute system first.

Recovery of losses

If a chargeback succeeds despite our challenge, we may:

  • Permanently close your EscrowWays account
  • Pursue legal action to recover the chargeback amount and any associated fees
  • Report your account to fraud-prevention databases used by other e-commerce platforms
  • File complaints with relevant authorities for repeated or large-value fraud
  • Charge a chargeback handling fee of PKR 1,500 per incident to cover bank fees and processing time

Account closure

Users who file unauthorized chargebacks may not create a new EscrowWays account, even with different credentials. We track IP addresses, device fingerprints, and payment methods used in chargeback fraud.

How we protect sellers from chargeback fraud

Sellers who play by the rules deserve protection. If a buyer files an unauthorized chargeback after the seller has delivered:

  • The seller's payout is not reversed if the dispute was resolved in their favor or if they delivered legitimately
  • We absorb the chargeback cost if our evidence shows the delivery was valid
  • Sellers retain their reputation and ratings
  • The buyer's account is suspended pending resolution

This protection is one reason why sellers prefer EscrowWays over arranging payments through WhatsApp or other unprotected channels.

What happens if you accidentally filed a chargeback

Sometimes buyers file chargebacks not understanding our dispute system exists. If this is you:

  1. Contact us at support@escrowways.com immediately
  2. Tell us about the chargeback and why you filed it
  3. Contact your bank and request the chargeback be withdrawn
  4. Open a dispute on EscrowWays through your order page

If you withdraw the chargeback within 7 days of filing it and cooperate with our dispute process, we will:

  • Restore your account from suspension
  • Process your legitimate dispute claim normally
  • Waive the chargeback handling fee

This grace period exists because we know not everyone understands how escrow platforms work. But this grace period is one-time. Repeat chargeback filings will not be forgiven.

How to dispute an order properly (step by step)

If you have any issue with an order, here's the right path:

Step 1: Contact the seller first

For minor issues, message the seller from your order page. Many problems (a typo in a code, a wrong link) are resolved by the seller within minutes. This is the friendliest and fastest path.

Step 2: Open a platform dispute

If the seller doesn't respond within 12 hours, or if the issue is serious, click "Open dispute" on your order page. Provide:

  • A clear reason from the dropdown menu
  • Screenshots of the problem (error messages, failed logins, etc.)
  • Specific reference to what the listing promised vs what you got
  • Any messages with the seller showing the issue wasn't resolved

Step 3: Wait for admin review

Our admin team reviews disputes within 48 hours. The seller has 24 hours to respond with their side. Both sides see all evidence; nothing is hidden.

Step 4: Receive resolution

Possible outcomes:

  • Full refund if the seller is clearly at fault
  • Partial refund if both sides have some responsibility
  • Release to seller if the dispute is found invalid (e.g., the buyer is misrepresenting the issue)

Step 5: Appeal if you disagree

You have 48 hours to request a senior admin review. Senior reviews are handled by different admins than the original decision. Senior review outcomes are final.

Chargeback statistics and learning

Our platform tracks chargeback rates and uses them to:

  • Identify high-risk buyer accounts before they cause harm
  • Improve our dispute resolution process
  • Train our admin team on common chargeback patterns
  • Share anonymized data with our payment partners to improve industry-wide fraud prevention

EscrowWays maintains a very low chargeback rate (typically under 0.1%) because most issues are resolved through our platform dispute system before they reach the chargeback stage.

Information sharing

When we receive a chargeback notice, we may share the following information with the bank, card issuer, or payment processor handling the chargeback:

  • Your account name and registered details
  • Order history relevant to the disputed transaction
  • Delivery confirmations and timestamps
  • Communication logs between you and the seller
  • IP addresses, device information, and login history
  • Records showing whether you opened a platform dispute
  • Any evidence the seller provided

This information sharing is necessary to resolve chargebacks fairly and is permitted under our Privacy Policy.

Coordination with Pakistani banks and payment partners

EscrowWays works directly with major Pakistani payment providers, including:

  • JazzCash
  • EasyPaisa
  • SadaPay
  • HBL, UBL, MCB, and other commercial banks
  • Our card payment gateway partner

These partners have access to our dispute records and transaction history when handling chargeback claims. This coordination helps ensure that fraudulent chargeback attempts don't succeed against legitimate sellers.

If you initiate a chargeback through your bank, please note that your bank will likely contact us for transaction evidence before deciding on your claim. We respond to all such inquiries within 3 business days.

Pakistani law and your rights

EscrowWays operates from Pakistan and follows applicable local laws covering electronic transactions, consumer protection, and digital commerce. This Chargeback Policy is consistent with Pakistani consumer rights — it does not remove any rights you have under law, it simply requires that you use our internal dispute system first.

If a dispute cannot be resolved through our platform, you retain your right to seek legal remedies under Pakistani law, including filing complaints with relevant consumer protection bodies.

Updates to this policy

We may update this Chargeback Policy as our payment partnerships and processes evolve. When we do:

  • Material changes are announced at least 14 days before taking effect
  • Registered users get an email and in-platform notification
  • Continued use of the platform after the change date means you accept the new version
  • If you disagree, you can close your account before the change takes effect

The date at the top of this page tells you when it was last updated.

How to contact us

  • Dispute an order: use the "Open dispute" button on your order page
  • Withdrew a chargeback by mistake: support@escrowways.com
  • Unauthorized transaction on your account: abuse@escrowways.com
  • General buyer support: support@escrowways.com
  • Seller protection questions: sellers@escrowways.com
  • Bank or payment processor inquiries: chargebacks@escrowways.com

Frequently asked questions

Why can't I just file a chargeback with my bank?

Because EscrowWays already protects you through escrow — your money is in our holding account, not the seller's account. Our dispute system resolves issues in 24-48 hours, which is much faster than a bank chargeback (30-90 days). Filing a chargeback without going through our process first violates this agreement and may result in account suspension.

What if my bank or card company calls me about a charge from EscrowWays?

If your bank contacts you to verify a charge, simply confirm it's a legitimate transaction (assuming you did make the order). If you actually didn't make the order, that's identity theft — report it to your bank AND email abuse@escrowways.com immediately.

The seller delivered something different from the listing. Can I chargeback?

No — open a dispute on EscrowWays. With photos or screenshots showing the difference, you'll get a full or partial refund through our dispute system within 48 hours. A chargeback would take 30-90 days and isn't necessary.

The seller delivered something that worked at first but stopped working. What do I do?

Open a dispute on EscrowWays explaining what happened. Include screenshots of the original working state and the current broken state. Our admin team will review and decide based on evidence — this is especially common with streaming and subscription accounts, where service providers may suspend transferred accounts.

I filed a chargeback before I knew about this policy. What happens now?

Contact support@escrowways.com immediately. If you cooperate with us — withdraw the chargeback with your bank and open a proper platform dispute — we'll restore your account and waive penalties. This is a one-time grace; repeat offenders don't get the same forgiveness.

How does EscrowWays prevent chargeback fraud against sellers?

We track buyer accounts that have filed unauthorized chargebacks. We contest fraudulent chargebacks with banks and payment processors using our complete records. Legitimate sellers don't lose their earnings to chargeback fraud because we share evidence with their banks. This is one reason sellers trust the platform.

What information will be shared with my bank if there's a chargeback?

Order details, delivery confirmations, our dispute records (if any), communication logs, IP addresses, and any seller-provided evidence. We share what's needed to resolve the chargeback fairly. See our Privacy Policy for the full information-sharing framework.

Can I file a chargeback if the platform shuts down or stops responding?

Yes. If we don't respond to a platform dispute within 7 days, or if the platform goes offline entirely without notice, contacting your bank is reasonable. In practice, our admin team responds within 48 hours.

What's the chargeback handling fee?

PKR 1,500 per chargeback we receive. This covers bank fees, the time spent collecting evidence to contest the chargeback, and the impact on our operations. The fee is only applied to unauthorized chargebacks (filed without going through our dispute system first).

How long does the dispute process take vs a chargeback?

Our dispute process: 24-48 hours from open to resolution. Bank chargeback process: 30-90 days, sometimes 6 months for complex cases. Our process is dramatically faster.

Will a chargeback affect my credit score?

A single chargeback usually won't affect your credit score directly. But if EscrowWays pursues you legally for recovery of the chargeback amount plus fees, and you don't pay, that could end up in collections — which would harm your credit. The simpler path: use our dispute system instead.

Can I appeal a denied chargeback?

Yes, with your bank — but the bank may want to see your evidence and our evidence side by side. If you opened a proper EscrowWays dispute first and disagreed with the outcome, we recommend the senior admin review process instead. Bank appeals after a denied chargeback have very low success rates.

By using EscrowWays.com, you agree to this Chargeback Policy as part of our Buyer Agreement and Terms of Service.

Our dispute system is here to resolve every legitimate complaint fairly and fast. Use it first.