How Does Ziina Handle Transaction Fraud, and What Steps Should Users Take?
Ziina acts as a regulated payment gateway, enabling secure transactions between businesses and their customers. While Ziina facilitates payments, it does not manage the products or services provided by merchants, nor does it hold detailed information about orders. Below, we outline Ziina’s role, limitations, and the steps users should take to address transaction fraud or disputes.
Ziina’s Role in Transactions
Payment Gateway: Ziina provides businesses with the infrastructure to process payments but does not act as the seller.
Limited Access: As a payment processor, Ziina does not have access to specific details about purchased products or services.
Compliance Role: Ziina supports banking institutions and regulatory guidelines during investigations by supplying transaction data when required.
Addressing Fraudulent Transactions and Disputes
Steps for Users:
Contact Your Bank: - If you encounter unauthorized charges, suspected fraud, or receive defective products, contact your bank immediately to initiate a dispute. - The bank will guide you through the chargeback process and coordinate with Ziina to collect necessary evidence.
File a Report: - Report suspected fraudulent activity to Ziina directly. Ziina investigates such reports internally and may take measures such as account suspension depending on the findings. - Note that Ziina follows regulatory compliance but cannot take direct actions such as reversing payments or refunding charges.
Reach Out to Authorities: - In some cases, users are advised to report suspected fraud to law enforcement or other appropriate authorities for legal action.
Dispute Resolution Process: - Ziina activates internal reviews upon receiving a report. However, further actions, like cancellations or refunds, are processed through the bank’s dispute protocols.
Ziina’s Limitations
No Direct Refunds or Cancellations: Ziina is not authorized to reverse transactions or issue refunds directly to customers.
No Merchant Documentation Sharing: Ziina cannot share merchant licenses or business documentation directly with users. Such documents are accessible through the bank’s formal chargeback process.
Summary
While Ziina ensures secure payment processing and complies with regulatory standards, it is not involved in merchant operations or product delivery. If you encounter a fraudulent transaction, your first step should be to contact your bank and initiate a dispute. Ziina will fully cooperate with banks to resolve the matter and maintain compliance and integrity within its platform. For unresolved concerns, it is recommended to also report the issue to law enforcement for further investigation.