Risk Management

A fraud transaction is an unauthorised or deceptive activity conducted with the intent to gain financial or personal benefit unlawfully. This may include stolen credit card use, identity theft, or other forms of financial deception. Such transactions are often flagged by credit card issuers or banks as fraudulent, triggering alerts or chargeback processes to protect the account holder.

A dedicated member of our Risk Department will contact you to verify the details of the transaction. If the review is successful, the transaction will be processed. Additionally, we will contact the merchant involved and suggest that they reach out to the end customer or consider issuing a refund to prevent any chargeback cases or further escalation. If you have any risk-related inquiries you may reach out directly to risk@finera.com.

A chargeback occurs when a cardholder disputes a transaction with their bank, prompting the reversal of the payment. This process is often initiated when customers feel a transaction was unauthorised, fraudulent, or not aligned with the agreed-upon terms. Chargebacks serve as a consumer protection mechanism, but excessive chargebacks can pose significant challenges for businesses.

Preventing chargebacks begins with maintaining clear communication with your customers. Providing accurate descriptions of your products or services, ensuring timely delivery, and keeping proof of service completion can reduce disputes. However, if a business receives too many chargebacks, it may face consequences such as fines, increased processing fees, or even restrictions on its account.

Adopting best practices and proactively addressing customer concerns are essential steps to mitigate these risks.

If you need to request a refund, you can do so easily through your account dashboard or by reaching out to our support team at refunds@finera.com. Be sure to include the relevant transaction details, such as the date, amount, and transaction ID, to help us process your request efficiently.

Refunds are typically processed within 3-5 business days, though the exact timeline may vary depending on the payment method used. If you change your mind after initiating a refund request, you may cancel it as long as it has not yet been processed. To do so, please contact our team promptly.

By following these steps, you can ensure a smooth and timely resolution for any refund-related needs.

Temporary account suspensions are often implemented to protect both the account holder and our system from potential risks. Common reasons include detecting suspicious activity, exceeding chargeback thresholds, or failing to complete required verification steps. If your account has been suspended, we recommend reaching out via email to our team promptly to understand the specific reason and receive guidance on resolving the issue. Ensuring compliance with verification requirements and maintaining secure account practices can help prevent future suspensions.

If you have a concern that isn’t covered in our Risk Management section, we encourage you to reach out to our team for personalised assistance. Simply email us at risk@finera.com with a detailed description of your issue, and our team will work with you to find a resolution. Your satisfaction and security are our top priorities, and we’re always here to help with any inquiries.