How does Smile handle disputed transactions?

Smile takes the issue of disputed transactions seriously and follows a structured process to handle them. If a customer notices a transaction on their account that they believe to be incorrect or unauthorized, they should promptly report the matter. The initial step involves contacting Smile directly, where customers can provide details about the transaction in question. It is important for customers to act swiftly, as there might be time limits on reporting certain types of disputes. Once the dispute is reported, Smile will typically investigate the matter by reviewing transaction details and any relevant information provided by the customer. This process may involve checking transaction history, verifying merchant details, and ensuring that all security protocols were followed during the transaction. While the investigation is underway, Smile may temporarily credit the disputed amount back to the customer's account to alleviate any financial strain, depending on the nature of the dispute. Customers will be kept informed throughout the process, and once a conclusion is reached, Smile will communicate the outcome along with any necessary actions that may follow. In cases where the dispute is resolved in favor of the customer, appropriate adjustments will be made to the account. It is advisable for customers to familiarize themselves with the terms and conditions related to disputed transactions as outlined in the information available on Smile’s website. This resource provides detailed guidance on the rights of customers regarding unauthorized transactions and the steps to take for resolution.