Payments, Payouts, Chargebacks, and Dispute Resolution Policy

1. Scope and Relationship to Other Policies

This policy applies to customer payments, payment authorizations, mobile-money transactions, bank or card processing, cash-on-delivery workflows where supported, seller payout requests, payout processing, reversals, refunds, payment disputes, chargebacks, and transaction-related adjustments on Wiroko.

It applies together with the Terms of Service, Seller Agreement, Returns and Refunds Policy, Shipping and Delivery Policy, listing terms, and any service-specific or country-specific addenda.

2. Wiroko Marketplace Role and Contracting Structure

Wiroko provides marketplace infrastructure, checkout tooling, payment facilitation, operational controls, and dispute coordination. Unless a listing, invoice, contract, or checkout flow identifies Wiroko as the seller or merchant of record, independent sellers generally contract directly with buyers for the relevant goods or services.

Even where the seller remains the seller of record, Wiroko may collect or facilitate payments, hold funds, process refunds, issue credits, request evidence, respond to payment disputes, and enforce marketplace rules in order to protect users and the platform.

3. Payment Methods and Availability

Supported payment methods may include mobile money, card or wallet-enabled processing, bank-linked methods, cash-on-delivery in selected workflows, or other methods Wiroko makes available from time to time. Availability can vary by country, order value, category, seller, product type, provider uptime, fraud signals, local regulation, and technical rollout stage.

• A payment method shown in the interface may still become unavailable at confirmation, after verification, or during provider routing.
• Wiroko may add, remove, suspend, or limit payment methods without prior notice where reasonably necessary for product, legal, risk, or operational reasons.
• Some methods may support authorization, delayed capture, staged collection, deposit collection, or manual confirmation rather than immediate final settlement.

4. Pricing, Currency, Taxes, and Transaction Amounts

By placing an order, the buyer authorizes the total amount shown in the relevant checkout or confirmation flow, including item price, delivery charges, service fees, taxes where applicable, deposits, and other disclosed amounts.

Currency display, foreign exchange handling, conversion rates, issuer fees, bank fees, mobile-money charges, and import-related charges may vary depending on the selected method, issuing institution, destination, and market.

• Buyers are responsible for verifying the final payable amount before completing the transaction.
• Unless expressly stated otherwise, destination-country duties, import taxes, brokerage charges, foreign transaction fees, and similar cross-border charges are not included in the displayed marketplace item price.
• Wiroko may correct obvious pricing or fee errors and may cancel or pause affected transactions where necessary.

5. Authorization, Vérification, and Order Review

Submitting a payment or order request does not guarantee final acceptance. Wiroko, its payment partners, and the relevant seller may review orders for fraud prevention, identity verification, sanctions screening, stock confirmation, delivery feasibility, legal compliance, or other operational reasons before final acceptance or payout release.

• Wiroko may request additional identity, address, business, tax, payment, or verification information before processing a transaction or releasing funds.
• A payment may be declined, reversed, cancelled, or left uncompleted if the provider, Wiroko, or the seller cannot validate the transaction or complete the payment flow.
• Authorization holds, pending statuses, and provider-side reservation of funds may appear before final settlement and may clear according to the provider or bank timeline rather than instantly.

6. Cash on Delivery and Deferred Collection Workflows

Where cash on delivery, pay-on-delivery, staged collection, or similar deferred collection workflows are offered, they are available only in the specific markets, categories, or service flows where Wiroko expressly enables them.

• Cash on delivery may be refused, limited, or withdrawn for high-risk orders, repeat failed deliveries, large order values, restricted zones, custom items, or other risk-based reasons.
• If a buyer refuses a valid cash-on-delivery order without a recognized issue-based reason, Wiroko may restrict future access to that payment option, apply marketplace enforcement, or treat the event as a failed delivery under the applicable policy.
• Deferred collection workflows do not prevent Wiroko from cancelling, pausing, or reviewing an order before handoff where risk, compliance, or operational issues arise.

7. Third-Party Payment Providers

Wiroko may rely on third-party payment processors, card networks, banks, mobile-money operators, payout processors, and related service providers. Those providers may apply their own technical, operational, and legal requirements to transaction processing, settlement, payouts, and dispute handling.

• Wiroko is not a bank and marketplace balances, credits, or pending amounts are not bank deposits, savings accounts, or guaranteed trust accounts unless expressly stated in a separate regulated product.
• A provider may reject, freeze, delay, reverse, or require additional review for a transaction independently of Wiroko.
• Buyers and sellers may need to comply with provider requests for account validation, account ownership, fraud checks, or dispute evidence.

8. Refunds, Credits, Reversals, and Adjustments

Refund outcomes are governed by the Returns and Refunds Policy, listing terms, order records, and mandatory law. When a refund, price adjustment, cancellation credit, goodwill accommodation, or reversal is approved, Wiroko may process or facilitate it through the original payment method, a provider-supported reversal flow, or another lawful mechanism.

• The timing of a refund, reversal, or returned authorization hold can depend on provider processing cycles, banking rails, mobile-money systems, foreign exchange handling, and fraud review.
• A refund may be full or partial depending on the validated facts, the order stage, the category, and the governing policy or law.
• Promotional credits, coupons, referral value, or other non-cash benefits may be reinstated, adjusted, or forfeited according to the relevant promotion terms.

9. Seller Earnings, Pending Balances, and Payout Lifecycle

Funds associated with marketplace sales may move through different internal states such as gross order value, fees, pending balance, available balance, reserves, and completed payouts. A seller dashboard balance is an operational statement, not a promise that all displayed funds are immediately withdrawable.

Seller earnings may remain pending while orders are being fulfilled, while return or dispute windows remain open, while fraud or compliance reviews are underway, or while supporting evidence is still incomplete.

10. Payout Eligibility and Release Conditions

• A seller may request or receive payouts only when the account is verified, payout settings are complete, the minimum payout threshold is met, and no blocking payment or compliance issue prevents release.
• Wiroko may refuse, delay, or cancel a payout request if there is an unresolved refund, chargeback, dispute, suspected fraud, sanctions concern, tax issue, negative balance, incomplete payout settings, or other marketplace risk.
• A seller may be limited to one pending or processing payout request at a time where Wiroko applies that operational control.
• Payout timing displayed in dashboards is indicative and may change because of provider processing, business-day timing, review queues, banking delays, or market-specific rules.

11. Holds, Reserves, Offsets, Deductions, and Negative Balances

Wiroko may place rolling reserves, event-based holds, payout delays, or other balance restrictions where reasonably necessary to protect buyers, cover expected exposures, satisfy legal obligations, or manage payment-provider risk.

• Wiroko may offset against current or future seller funds any refunds, reversals, chargebacks, customer accommodations, shipping losses, provider penalties, tax withholdings, fraud losses, duplicate payments, or other amounts owed under marketplace terms.
• If a seller account becomes negative, the seller must promptly reimburse Wiroko on demand, and Wiroko may recover the deficit from future payouts or other lawful means.
• Wiroko may hold additional funds or extend reserve periods for categories, countries, sellers, or transaction patterns associated with elevated risk.

12. Payout Methods, Provider Requirements, and Seller Setup

Available payout methods may include bank transfer, mobile money, or other methods Wiroko supports from time to time. Sellers are responsible for maintaining accurate payout details, method eligibility, account ownership, and any required documentation.

• Wiroko may require account validation, beneficiary-name matching, business registration evidence, or local tax information before enabling or continuing payouts.
• If payout details are inaccurate, incomplete, expired, mismatched, or blocked by the provider, the payout may fail, be delayed, be returned, or remain on hold until corrected.
• Wiroko may change supported payout methods, currencies, or payout processors by market or program without guaranteeing uninterrupted continuity of any one payout rail.

13. Buyer Payment Disputes, Unauthorized Transactions, and Chargebacks

If a buyer believes a transaction was unauthorized, billed incorrectly, not delivered as agreed, or otherwise problematic, the buyer should contact Wiroko promptly through the relevant order or support workflow. Wiroko may request order details, screenshots, delivery evidence, communication history, or other supporting information.

Buyers may also have rights under their card issuer, bank, mobile-money provider, or applicable law to dispute transactions directly. Those external dispute rights and procédures are controlled by the relevant provider and law, not solely by Wiroko.

• Filing a chargeback or external dispute does not automatically mean the buyer is entitled to a marketplace refund beyond what the evidence and law support.
• Wiroko may respond to chargebacks or provider disputes using order logs, delivery records, account access logs, communications, signatures, photos, and other transaction evidence.
• Where a chargeback or provider reversal is resolved against the marketplace or seller, Wiroko may recover the corresponding amount and related fees from seller balances where permitted by law and contract.

14. Seller Cooperation in Payment and Order Disputes

• Sellers must respond promptly and in good faith to transaction-related inquiries, refund claims, chargebacks, unauthorized-transaction investigations, and delivery-evidence requests.
• Sellers must provide documentation reasonably requested by Wiroko, including invoices, fulfillment proof, tracking records, delivery confirmations, customer communications, and product conformity evidence.
• Failure to cooperate can affect dispute outcomes, payout eligibility, reserve levels, and overall seller account standing.

15. Fraud, Abuse, and Misuse of Payment Systems

• Wiroko may monitor payments, payout requests, device signals, account behavior, delivery anomalies, coupon use, and transaction patterns to detect fraud, abuse, money laundering risk, account takeover, or marketplace manipulation.
• We may reject, freeze, cancel, reverse, or investigate transactions and payouts where we reasonably suspect fraud, evasion of fees, synthetic identity behavior, friendly-fraud patterns, duplicate claims, or misuse of payment workflows.
• Nothing in this policy limits Wiroko’s ability to report suspected unlawful conduct, preserve evidence, or cooperate with financial institutions, regulators, law enforcement, or rights-holders where legally permitted or required.

16. Local Law, Consumer Rights, and Dispute Escalation

Because Wiroko serves multiple countries and may support cross-border transactions, rights relating to billing errors, refunds, unauthorized transactions, delayed delivery, and payment disputes can vary by payment method, issuing institution, and local law.

This policy is intended as a marketplace baseline and does not waive rights that cannot legally be waived. Buyers and sellers remain responsible for following any mandatory provider-side or statutory timelines that apply to them.

17. Contact and Escalation

For buyer-facing payment or transaction support, contact support@wiroko.com. For seller payout, reserve, or transaction-offset questions, contact vendors@wiroko.com. For formal legal notices relating to payment disputes, contact legal@wiroko.com.

If a specific order flow, seller program, provider workflow, or service package includes more detailed payment rules, follow that transaction-specific workflow first.