Return Resolution Policy
Smart Commerce Pro (SMC-Private) Limited is committed to ensuring a transparent, secure, and customer-focused digital payment experience. This policy defines the terms, rights, and procedures for refund processing, fraud reporting, and complaint resolution for all users and merchants using our platform.
1. Fraudulent Transactions & Social Engineering Complaints
1.1 Reporting Window Any fraudulent transaction, unauthorized access, or social engineering attack must be reported within 24 hours of occurrence to qualify for consideration.
1.2 Required Information * Transaction ID or reference number
Date and time of transaction
Account or wallet number used
Screenshots, audio recordings, or any relevant evidence if social engineering was involved
1.3 Action & Liability * Smart Commerce Pro will initiate a tri-party investigation with the acquiring merchant and bank/wallet provider.
If fraud is confirmed, a full or partial refund will be processed subject to recovery.
If reported after 24 hours, the claim may be rejected due to risk of delayed detection and lack of data integrity.
2. Refund Eligibility and Process
2.1 KYC and Refund Precondition All refund requests will be processed only after the customer has completed Know Your Customer (KYC) verification in accordance with our regulatory compliance obligations.
2.2 Valid Reasons for Refund * Double or incorrect charge due to system or merchant error.
Failure to deliver a promised product or service within the defined delivery window.
Delivery of damaged, faulty, or materially incorrect items.
Fraudulent or unauthorized transactions reported within the defined timeline.
2.3 Deductions on Refund Refunds may be subject to the deduction of:
VAT (Value Added Tax)
FED (Federal Excise Duty)
Transaction or gateway processing fees, if already deducted by third-party providers.
2.4 Refund Method & Timeline * Refunds will be made via the same payment channel (bank account, mobile wallet, or card) used for the original transaction.
Refunds will only be credited to the same account title and number to ensure anti-fraud compliance.
Refunds are typically processed within 48 to 72 working hours from final approval.
In exceptional cases, we reserve the right to extend this to 7 working days with prior notice.
3. Product Non-Delivery, Discrepancy & Damage Complaints
3.1 Merchant Commitment Window Customers are expected to wait for the merchant’s communicated delivery timeframe (e.g., 7 or 10 days) to expire before raising a non-delivery complaint.
3.2 Complaint Scenarios Allowed * Product not delivered after the committed time.
Product or service is substantially different from the advertised listing.
Delivered item is damaged, incomplete, expired, or defective.
3.3 Evidence Submission Customers must submit:
Order receipt/invoice.
Clear images/videos of the received product (if applicable).
Records of communication (email/SMS/chat) with the merchant regarding the issue.
3.4 Complaint Submission Timeline Complaints must be lodged within 72 hours of expected delivery or receipt. Failure to do so may render the refund request ineligible.
4. Refund Policy vs. Merchant Policy
4.1 Merchant Terms Precedence We honor the specific refund and return terms of our integrated merchants unless they contradict consumer protection laws or this platform policy.
4.2 Policy Mismatch Resolution Smart Commerce Pro will mediate between the customer and the merchant. If the merchant fails to respond within 3 working days, we may take a final decision based on transaction validation.
5. Non-Refundable Scenarios
Refunds are not applicable in the following situations:
Buyer’s remorse or change of mind after payment.
Disagreement over pricing or merchant terms after acceptance.
Failure to review the merchant's delivery/refund policy.
Order fulfilled exactly as described by the merchant.
6. Legal Disclaimer
Smart Commerce Pro is a technology-based payment aggregator and does not manufacture, store, or directly sell products. Our role is limited to transaction facilitation. We shall not be liable for indirect losses unless due to gross negligence or verified system failure.
7. Complaint Registration & Resolution Process
7.1 Steps to Lodge a Complaint * Email: smartcommercepro724@gmail.com
Phone: 0322 5712905
7.2 Information Required * Full Name and CNIC
Transaction Reference ID
Description of Issue and supporting documents
7.3 Investigation & Resolution * Complaints are acknowledged within 24 hours.
Standard resolution time is 7 working days. Complex cases involving cross-border transactions or fraud may take longer.
8. Contact & Escalation
Primary Support: * 📧 Email: smartcommercepro724@gmail.com
📞 Phone: 0322 5712905
📍 Address: Shop No. 10, HS Flat, Gulberg No. 01, Saddar, Peshawar Cantt, Pakistan
Effective Date: 09-10-2024
© 2025 Smart Commerce Pro (SMC-Private) Limited. All rights reserved.