Why is my account showing a negative balance?

Your account reflects a negative balance due to chargebacks initiated by your customers. When a customer disputes a transaction, the payment processor reverses the payment, which is deducted from your account balance. If the chargeback is not addressed in a timely manner with proper documentation, your account balance may become negative.

What happens if I do not respond to chargeback inquiries?

Under the terms of our Merchant Service Agreement, you are required to respond to chargeback inquiries within 24 hours. Failure to do so results in your account being charged back, leading to a negative balance if left unresolved. If no response is received within the specified time, the debt recovery process will begin, and your account may be subject to legal action.

What is the debt recovery process?

The debt recovery process begins when a chargeback remains unresolved, leading to a negative balance on your account. If the balance is not settled, we will attempt to recover the funds through multiple channels, including direct debit, account holds, and legal enforcement where necessary. Continued non-payment may result in your account being reported to credit agencies and further legal action.

How much time do I have to resolve the negative balance?

You have 7 days from the date of the chargeback notification to either:

• Remit payment to cover the negative balance.

• Submit valid documentation to dispute the chargeback.

Failure to resolve the negative balance within this period may result in legal action.

How can I resolve the negative balance on my account?

To resolve the negative balance, you can choose from the following options:

• Remit the required payment to the provided bank account details, which are included in the email notification sent to you.

• Dispute the chargeback by submitting supporting evidence within the 7-day period. Ensure that your documentation corresponds to the specific chargebacks in question. If the documentation does not cover the full negative balance, additional review time may be required.

• Make a payment via the provided payment link, as shared in the email notification.

Please submit any supporting documentation for chargeback disputes to recoveryteam@flutterwavego.com or collection@flutterwavego.com.

Note: If the documentation you provide does not fully align with the total negative balance, your account will not be regularized, and the debt recovery process will continue, potentially escalating to legal action.

I disagree with the chargebacks. How can I dispute them?

If you believe the chargebacks are invalid, you may submit documentation to dispute them. This documentation should clearly correlate with the specific chargebacks in question. Ensure that the evidence is complete and accurate, as discrepancies may delay the review process. If your dispute is successful, the chargebacks will be reversed, and your balance will be adjusted accordingly.

Please submit all dispute documentation to recoveryteam@flutterwavego.com or collection@flutterwavego.com.

What happens if I do not respond to the email notification or fail to make payment?

If you do not respond to chargeback notifications or fail to remit payment, the matter will be escalated. This may involve collection efforts and, if applicable, legal action. We strongly encourage you to take immediate action to avoid further complications.

What if I need more time to resolve the payment?

We understand that resolving negative balances may take time. If you need an extension, please contact us immediately to discuss your options. A payment plan or alternative arrangement may be available depending on your situation.

What happens if my account is inactive or deleted?

If your account is inactive or deleted, the negative balance remains applicable. If your account was marked inactive due to dormancy or if you believe it was deleted by mistake, please contact us immediately to resolve the account status. The debt recovery process will continue regardless of account status.

How can I track my dispute or payment status?

You can check the status of your dispute or payment by contacting our recovery team at recoveryteam@flutterwavego.com or collection@flutterwavego.com. We will provide updates and notify you of any changes to your account balance or dispute status.

What are the consequences if I am involved in fraudulent activity?

Merchants found to be involved in fraudulent activity will face account review and may be subject to blacklisting. Legal action will be pursued to recover any funds, and future business relationships may be terminated.

What happens if I cannot pay the full amount?

If you are unable to pay the full balance, please contact us to discuss your situation. We may offer a payment plan or other arrangements based on your case specifics. Please reach out before the final deadline to prevent escalation.

Will chargebacks affect my ability to continue processing payments?

Yes. If your account remains in a negative balance for an extended period, it may impact your ability to process payments in the future. Chargebacks are monitored, and ongoing unresolved chargebacks may result in restrictions or termination of your processing privileges.

For any further questions, please reach out to our support team for assistance.