Disputes and Chargebacks (CN/HK)

How it works

• The payer opens the dispute and the value can be reserved/blocked until a decision.
• You will see the case and must respond with evidence and a short explanation.
• ByteMax reviews the evidence and compares it to what was agreed and delivered.
• After the decision, the balance is released, refunded, or adjusted according to the outcome.
• The resolution can include refund, partial refund, or release of reserved balance depending on the case.
• With international shipping, delay-related disputes often depend on evidence of the promised timeline and tracking/delivery.

Step by step: how to respond

Use this checklist to respond clearly and quickly, even across time zones (CN/HK ↔ BR).

1. Open the case and note the Payment ID/Order ID, amount, date/time, and the reason (if shown).
2. Rebuild the timeline: payment → production/service → shipping/delivery → customer confirmation.
3. Select 3–5 key proofs (chat agreement, invoice/order page, tracking, delivery evidence).
4. Minimize data: crop and hide what is not relevant (full addresses, unrelated IDs, bank data).
5. Submit the evidence ASAP and add a 3–5 line summary explaining what each file proves (use UTC + BRT).

What evidence to upload

Send only what is necessary, with good readability. Prefer screenshots/crops of the relevant parts and avoid unnecessary PII.

• Chat proof of what was agreed (WhatsApp/WeChat/email/e-commerce chat): price, scope, deadline, and acceptance.
• Invoice or order page (SKU, amount, date), with non-relevant data removed.
• International shipping tracking (AWB/carrier page) and delivery status.
• Delivery/service proof (photo, signature, logs, customer confirmation) when applicable.
• Timeline template: YYYY-MM-DD HH:mm UTC (HH:mm BRT) — event.
• Include a short timeline with dates/times in UTC and BRT (Brazil time) to avoid timezone confusion.
• Common CN/HK evidence: WeChat chat screenshots, order pages, payment receipts, and international carrier tracking.

How to prevent disputes

• Before charging, confirm scope, deadlines, and refund rules in writing (chat/invoice).
• Use an internal order ID (e.g., ORDER-1042) and keep the history.
• Never deliver based only on screenshots; confirm the status inside ByteMax.
• Avoid third-party deliveries without explicit confirmation and evidence.
• Keep KYC/KYB up to date (required to receive payments) to reduce operational blocks and delays.