Platform scope: KeynoVet is a platform operated by Keynoverse FZC (KeynoTech). These policies apply to keynovet.com, services.keynovet.com, and the related product experiences made available through the KeynoVet platform.
Chargeback Management Policy
Overview
KeynoVet maintains a structured chargeback management process to handle payment disputes efficiently and minimize financial risk associated with chargebacks. This policy outlines the procedures followed when a chargeback notification is received from a payment processor, bank, or payment gateway.
Chargeback management is an important component of KeynoVet’s overall risk management and fraud prevention framework.
Objectives of Chargeback Management
The chargeback management process aims to:
Investigate disputed transactions Identify potential fraud or billing issues Provide accurate documentation to payment providers Reduce chargeback rates Resolve customer disputes in a fair and timely manner Maintain compliance with payment gateway requirements Chargeback Notification Process When a chargeback is initiated by a cardholder through their issuing bank, the payment gateway or financial institution notifies KeynoVet of the dispute.
The notification typically includes:
Transaction identification details Date of transaction Chargeback reason code Card issuer information Dispute submission deadline Once notification is received, the chargeback case is logged in the KeynoVet internal review system.
Immediate Actions Upon Chargeback Notification
Upon receiving a chargeback notification, KeynoVet takes the following steps:
Case Registration
The disputed transaction is recorded and assigned to the internal risk or finance team for investigation. Transaction Review The transaction details are reviewed, including: - Customer account information - Payment records - Service activation records - Platform usage activity - Customer communication history - Account Activity Assessment - The customer account is analyzed to determine whether the transaction may be associated with fraud, misuse, or misunderstanding. - Temporary Account Measures - In certain cases, services associated with the disputed transaction may be temporarily restricted while the investigation is conducted. - Evidence Collection - If KeynoVet determines that the transaction is valid, evidence may be collected to respond to the chargeback dispute.
Evidence may include:
Transaction confirmation records Customer registration details IP address and access logs Service usage history Email communication with the customer Billing agreement or subscription records Platform activation timestamps This documentation is prepared for submission to the payment processor.
Response to Chargeback
KeynoVet submits relevant documentation and supporting evidence to the payment gateway or acquiring bank within the required dispute response timeframe.
The payment provider then reviews the evidence and determines the final outcome of the chargeback case.
Customer Communication
Where appropriate, KeynoVet may contact the customer to clarify the reason for the dispute and attempt to resolve the issue directly.
In some cases, misunderstandings regarding billing or subscription renewals can be resolved through communication rather than formal dispute escalation.
Fraudulent Chargeback Handling
If a chargeback is determined to involve fraudulent activity or misuse of services, KeynoVet may take actions including:
Suspension or termination of the associated account Blocking future transactions from the account Reporting suspicious activity to payment processors Enhancing verification procedures for future transactions Chargeback Prevention Measures To reduce the likelihood of chargebacks, KeynoVet implements several preventive practices, including:
Clear service descriptions and pricing transparency Customer confirmation during payment Secure payment processing Accessible customer support channels Clearly defined refund and cancellation policies Fraud monitoring and transaction verification Monitoring and Reporting Chargeback incidents are periodically reviewed by KeynoVet to identify patterns or trends that may indicate systemic risks.
Metrics monitored may include:
Chargeback ratio Dispute frequency Transaction dispute categories Fraud-related chargeback indicators This analysis helps improve fraud prevention and transaction monitoring strategies.
Continuous Improvement
KeynoVet continually reviews and improves its chargeback management process to ensure effective handling of disputes and alignment with payment industry best practices.
Process improvements may include:
- Strengthening transaction verification
- Enhancing fraud detection mechanisms
- Improving customer communication channels
- Updating dispute response procedures
Operator: Keynoverse FZC (KeynoTech)
Support: support@keynovet.com
Effective date: April 20, 2026