Refund Policy (On Fraud Prevention, Customer Security, and Refund Procedures)
At iGV.com, we are committed to providing a safe and secure platform for our users. We understand the importance of addressing concerns related to non-delivery, fraud prevention, and customer security. This policy outlines the precautions and measures we have in place to safeguard our buyers and sellers. It encompasses refund procedures, Know Your Customer (KYC) processes, and our integrated fraud monitoring system.
Precautions Against Fraud in Non-Delivery Scenarios and KYC Measures
Precautions Against Fraud in Non-Delivery Scenarios:
1. Seller Verification: iGV.com is dedicated to reducing the risk of non-delivery. We implement a rigorous seller verification process to ensure the legitimacy of sellers and the products they list on our platform.
2. Buyer Protection: We offer a comprehensive buyer protection program to safeguard buyers against non-delivery or misrepresented items. This includes refund options in specific circumstances.
3. Dispute Resolution: In cases of non-delivery or disputes, iGV.com provides a structured dispute resolution process to investigate and address issues swiftly and fairly.
Know Your Customer (KYC) Measures:
1. Identity Verification: We employ KYC measures to verify the identity of both buyers and sellers on our platform. This may include document verification and other identity checks.
2. Payment Account Verification: To ensure that the payment is made by the actual account holder, we may request additional information from buyers, such as identification documents or other relevant data.
3. Refusal and Response: If a buyer refuses to provide the requested KYC information within 7 days, the order will be canceled, and a refund will be issued immediately.
Integrated Fraud Monitoring and Alerts
Integrated Fraud Monitoring:
1. System Overview: iGV.com has implemented an integrated solution for monitoring customer activities to detect and prevent fraudulent behavior. Our system continuously analyzes user actions, transactions, and account behaviors to identify potential fraud.
2. Data Collected: The system collects various data points, including user behavior, transaction patterns, and account information to identify suspicious activities.
3. Alerts for Fraud Detection: Our system is designed to trigger alerts when specific patterns or activities related to fraud are detected. These alerts include but are not limited to:
- Unusual login or account access from multiple locations.
- High-frequency or large-sum transactions that deviate from the user's typical behavior.
- Suspicious account or payment activity.
- Anomalies in product listings or order patterns.
4. Handling Suspected Fraud Cases: When suspected fraud is detected, iGV.com takes immediate action to investigate the issue. This may include temporarily suspending accounts, conducting further verification, and cooperating with relevant authorities to prevent fraudulent activities.
Refund Procedures and Eligibility
iGV.com provides a platform for buyers to seek refunds under specific circumstances. Refunds can be issued in the following scenarios:
1. Non-Delivery of Ordered Product:
If a buyer pays for an order but does not receive the product, they have the option to request a refund.
2. Double Payment for a Single Order:
In cases where a buyer accidentally double-pays for an order, we respect the buyer's preference. If the buyer wishes to receive a refund for the extra payment, we will process it promptly. If the buyer prefers a full refund, we will proceed with the full refund, provided the order has not been delivered.
3. Payment Verification Incomplete:
To ensure that the payment for the order aligns with the actual account holder, we may request additional information from the buyer. If the buyer refuses to comply or fails to respond within 7 days, we will cancel the order and issue an immediate refund.
4. Payment Amount Discrepancy:
When the actual payment amount is less than the order amount, we will contact the buyer. If the buyer still wants the product, we will discuss delivering the corresponding quantity based on the actual payment. If the buyer prefers a refund or declines the delivery, we will initiate the refund promptly.
5. Virtual Goods Refunds:
Refunds for virtual goods do not incur any shipping or handling fees.
However, we are unable to issue refunds in the following situations:
1. Completed Order Delivery:
If we have successfully delivered the ordered item to the buyer as per the order details, a refund cannot be processed.
2. Unpaid Orders:
Buyers cannot request refunds for orders that have not been genuinely paid for. The determination of payment status depends on the presence of a valid receipt record in the receiving account.
Refund Request Process:
Regarding refunds, please contact our customer service under reasonable conditions, providing the order number and the reason for the refund. If the request is approved, the refund will be credited back to the buyer's account or bank card, typically within 1-3 business days.
Please note that if the buyer paid with "paysafecard," they must have an available Skrill e-wallet account to receive the refund amount.
This comprehensive policy outlines our commitment to preventing fraud, ensuring secure transactions, and providing a safe environment for our customers. If you have any questions or concerns related to fraud prevention, customer security, or refund procedures, please don't hesitate to contact our customer service team. Your security and satisfaction are our top priorities.