Who handles refunds and chargebacks with a Merchant of Record?
The Merchant of Record does, as the seller. With AgentaOS you request a refund from the sale page and we send it; when a buyer disputes a charge, we answer their bank with your evidence. A refund takes back only what that sale paid you; the money from a disputed sale is paused until the bank decides.
Simple and in full
- HowRequest from the sale
Click Request refund; AgentaOS approves or declines with a note.
- AmountAlways the full sale
The buyer gets everything back, VAT included. Partial refunds are not possible.
- Your balanceOnly what you were paid
The fee on the sale is not charged again, and there is no extra refund fee.
We answer the bank
You get an email asking for what the buyer bought, proof they used it and your messages with them. Reply with it; we send the answer. The sale’s money shows as Paused (disputed) until the bank decides.
Related questions
What if I lose a dispute?
You lose the sale plus the dispute fee; it comes out of your balance.
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