1. Eligibilities
Support is only provided for transactions made within 1 month from the time SECOMM receives the cancellation request. Transactions must be provided with complete information and match the transaction details in the SECOMM system. Not applicable when the service has been implemented in practice.
2. Processing Time
Within 7 working days (excluding weekends and holidays) from the receipt of the cancellation request.
3. Customer Support Process
After receiving the customer’s cancellation request, SECOMM will carry out the following steps:
Step 1: Check the customer’s request
- If the request does not meet the conditions for the cancellation policy, the customer is required to provide additional information or the request will be denied.
Step 2: If the customer’s information is complete and accurate,
- Check the transaction status in the system and the product/service delivery results with SECOMM’s customers.
Step 3: After checking the information, notify the customer of the resolution:
- Refund to the customer via the bank or payment method chosen by the customer (contact the payment gateway for support).
- According to regulations, the amount refunded will be returned to the account (card number) that the customer successfully paid from.
- Other cases require additional information support.
- The customer is responsible for any and all types of taxes and fees that may arise from the refunded amount. SECOMM does not handle taxes or fees for that amount.
Step 4: Perform the refund for the customer.
Step 5: Notify the customer of the result after completion via phone or email. End the support process.