Buyer Protection Program

Paymate’s Risk Management protects Buyers and Sellers

Paymate operates world-class risk management systems and processes to protect our buyers and sellers by identifying and managing risky transactions. These include fraudulent purchases by buyers using credit cards they are not authorised to use as well as fraudulent sales by sellers of goods and services they do not intend to deliver.

We conduct these risk assessments before we submit a payment to our bank for authorization. The buyer’s bank may also decline a payment for a variety of reasons, including insufficient funds in the account.

However, Under our Terms of Use, Paymate is not the supplier of any goods or services paid for through the Paymate Service. Any complaint a buyer may have with any goods or service purchased should be directed to the supplier of those goods or services.

Buyer Protection for Purchases from TrustMark Sellers

Paymate offers a Buyer Protection Program only for purchases made from Paymate-approved TrustMark sellers under the following terms:

Refund of up to $3,000 per buyer per purchase with $50 deductible per claim for goods not received or goods substantially not as described;
A claim must be filed with Paymate within 45 days of the initial purchase via Paymate;
Payment should have been made via Paymate and credit card under our Terms of Use with normal Paymate fees applicable;
Purchase must be for physical goods, not services, for delivery within the approved countries listed on our website via a trackable shipment method;
If goods are received but are not substantially as described, goods need to be returned intact to the seller at buyer's cost and provide ‘proof of shipment’ (an online-trackable shipping method). If you are unable to return the goods to the seller (ie: no return address) then the goods need to be returned intact to Paymate at buyer’s cost.
A Police Report may be required at Paymate's discretion;
After two claims in a 12-month period the buyer will not be eligible for further claims;
Limit of $3,000 in claims against a single seller (i.e. purchases from sellers with claims in excess will no longer be protected);
Seller must be in good standing with Paymate at the time of purchase and an approved participant in the Paymate TrustMark Program;

Buyer must accept the terms of the Paymate TrustMark Program when making a purchase, including payment for trackable and receipted shipment.