IutePay – Customer Guide to Payment Disputes

(What to do if something goes wrong with a payment)

1. When You Should Raise a Dispute

IutePay Customer Support helps our customers handle the following situations:

• You did NOT make a payment, but funds were taken from your account.
• You were charged more than agreed or charged twice.

2. What You Should Do Immediately

Step 1 – Check your recent activity

• Review the seller’s name and date. Sometimes merchants appear under a parent company name.

Step 2 – Contact the seller

Ask them for:

• Delivery confirmation
• Refund confirmation
• Explanation of duplicate/incorrect charges

If the seller does not respond or refuses to help, then continue to Step 3.

Step 3 – Contact IutePay

Contact IutePay via email at or in the Myiute app under “Contact Us” and provide:

• Transaction details (date and amount)
• Description of issue (including seller’s name)
• Screenshots or evidence (order confirmations, emails, delivery tracking info, photos, etc.)

The more information you provide, the faster the investigation.

3. What Happens After You Report the Issue

• IutePay will acknowledge your dispute within 3 business days.
• IutePay begins investigating authentication logs, seller evidence, or payment data.
• IutePay will update you whenever more information is required or a decision is made.

4. Resolution Timelines

• Unauthorised payments: up to 20 business days.
• Complex cases may require more time.

5. Possible Outcomes Provided by IutePay

Refund:

• If the transaction was unauthorised.
• If a duplicate or incorrect charge occurred.

Declined:

• If authentication shows the payment was made by you.
• If the seller proves delivery or correct fulfilment.
• If two legitimate orders exist.

6. How to Protect Yourself

• Never share PINs or login codes.
• Use biometric authentication.
• Keep your phone and SIM secure.
• Buy only from trusted merchants.
• Review your account activity regularly.

7. Need Help?

Contact IutePay Customer Support at 044 50 50 60 or by email at anytime you wish.

You can also contact us via the Myiute app under “Contact Us” or at any of our branches.

We’re here to guide you.