We have been using Tazapay for several…
We have been using Tazapay for several years and were among its earlier business users. Unfortunately, after multiple dispute experiences, we no longer feel confident using Tazapay for software and digital product transactions. This is now the third time we have faced a similar situation. In the latest case, a customer purchased and received our software product. Because our product includes software/source code, once it is delivered, it cannot realistically be returned or taken back. The customer later opened a dispute. We provided Tazapay with extensive evidence, including customer information, IP records, delivery information, support tickets, communication history, usage details, and even information regarding meetings held with the customer. Despite providing this evidence, approximately four months later, the funds were returned to the customer. The result was extremely damaging for us: the customer retained the benefit of the delivered software while we lost the payment. We experienced similar issues twice before but chose not to make them public because we wanted to maintain a good business relationship and avoid unnecessary conflict. After the third incident, we believe other software companies should know about this risk. Our biggest concern is simple: How can a software merchant protect itself if product delivery, IP records, support history, customer activity, and communication evidence are still not sufficient during a dispute? This is particularly concerning for companies operating from developing countries, where businesses may already have limited access to strong international financial institutions and regulatory protection. Payment processors should make sure merchants from such markets are treated fairly and that their evidence is given proper weight. Based on our experience, we would strongly advise SaaS companies, software vendors, digital product businesses, and other merchants selling non-reversible products to carefully evaluate Tazapay’s dispute protection before processing high-value transactions. We are sharing our own experience and would welcome a proper explanation from Tazapay regarding what evidence a digital merchant is actually expected to provide in order to be protected in cases like this.