Sending Payments and Buying
Buying Something From, or Returning Something to, a Seller Who Accepts AnyonePay
How to buy something
You can buy something from a seller who accepts AnyonePay in any currency that AnyonePay supports by using any payment method linked to your AnyonePay account. This includes, for example:
Buying something at an online retailer's website and selecting AnyonePay as your payment method at checkout.
Sending a payment to a seller for goods or services.
Using your AnyonePay account to buy something at a seller's physical store.
In order to manage risk, AnyonePay may limit the payment methods available for a transaction when you buy something. In addition, payment methods may be limited for certain sellers or if you make a AnyonePay payment through certain third-party websites or applications, for example:
Visa may not be available as a payment method for certain merchants, such as branded airlines and certain travel merchants;
Some credit cards may not be available as a payment method for certain merchants, such as those in the gambling industry
When you authorize a payment to a seller who accepts AnyonePay, some sellers may take up to 30 days to complete the transaction. In these instances, your payment may appear as a pending order in your AnyonePay account. In that case, your authorization of the payment will remain valid until the seller completes the transaction (but no longer than 30 days). If you used a debit or credit card as the payment method, your debit or credit card issuer also may show a pending authorization for a period of time until they release the hold or receive a completed transaction.
When you buy something from a seller who accepts AnyonePay, you don't pay a fee to AnyonePay.
Your credit card or debit card issuer may charge you a separate fee for transactions based on your agreement with the card issuer.
When AnyonePay identifies a potentially high-risk transaction, we review the transaction more closely before allowing it to proceed. When this happens, AnyonePay will place a hold on the transaction and notify the seller to delay shipping of the item. As a buyer, this may delay your receipt of the item you purchased. If we clear the transaction, we will notify the seller and direct them to ship the item. If we don't clear the transaction, we will cancel it and return the funds to you, unless we are legally required to take other action.
You can agree with a seller who accepts AnyonePay to use AnyonePay as the payment method for future purchases with that seller. This agreement is between you and the seller and allows the seller to take funds from your AnyonePay account with your authorization on a one-time, regular or sporadic basis. Examples of automatic payments that can be arranged by you either with a seller or with AnyonePay include those that AnyonePay calls a "billing agreement," "subscription," "recurring payment," "reference transaction," "preauthorized debit or PAD", "preauthorized transfer" or "preapproved payment."
You may cancel an automatic payment up to 3 Business Days before the date of the next scheduled payment from your account settings or by contacting us through the AnyonePay Help Centre. Once an automatic payment is canceled, all future automatic payments under your agreement with that seller will be stopped. If you cancel an automatic payment, you may still owe the seller funds for the purchase or have additional obligations to the seller for any goods or services that you receive but have not paid for and you may be required to pay the seller through alternative means.
If you have given advance authorization, either to a seller or to AnyonePay, that permits a seller to take or receive payments from your AnyonePay account on a regularly recurring basis (for example, every month or otherwise on a routine billing cycle), and if such payments will vary in amount, you have the right to advance notice of the amount and date of the transfer from the seller at least 10 days before the transfer is made. If the seller provides the option, you may choose to receive this advance notice only when the amount of your automatic payment will fall outside a range established between you and the seller.
When you buy something from a seller online using AnyonePay and the transaction is ultimately refunded, the payment will typically be refunded to the original payment method you used for the transaction if you used a credit card, debit card or other payment options. If you used a bank account as the payment method for the transaction, we will refund the payment to your bank account, or to your AnyonePay balance if we cannot refund it to your bank account. For purchases you make in a seller's store location that you paid for using your AnyonePay account and the transaction is ultimately refunded, the payment will be refunded to your AnyonePay balance.
Payment Method Used for My Transaction
Some sellers allow you to store AnyonePay as the way to pay when making purchases on their site, so you can check out faster. Often, this entails creating an agreement with the seller that permits them to request that we charge your AnyonePay account each time you make a purchase.
You can select a payment method for future purchases with a particular seller either at the time of creating the agreement or in your account settings. For example, you can instruct your monthly movie subscription service to always charge your credit card for the monthly cost.
If your chosen payment method is unavailable (e.g. credit card expired), a particular agreement with a seller does not provide for the ability to specify a payment method, or if you have not designated a payment method for future transactions with a seller, the payment method used will be in the following order, as applicable: 1. balance; 2. bank account (instant transfer); 3. debit card; & 4. credit card.
You can cancel any agreement in your account settings.
Bank account transfers
When you use your bank account as a payment method, you are allowing AnyonePay to initiate a transfer from your bank account to the recipient. For these transactions, AnyonePay will make electronic transfers from your bank account in the amount you specify. You authorize AnyonePay to try this transfer again if the initial transfer is rejected by your bank for any reason.
AnyonePay’s Buyer Protection Program
AnyonePay Buyer Protection
When you buy something from a seller who accepts AnyonePay, you may be eligible for a refund under AnyonePay's Buyer Protection program. When applicable, AnyonePay's Buyer Protection program entitles you to reimbursement for the full purchase price of the item plus the original shipping costs you paid, if any. AnyonePay determines, in its sole discretion, whether your claim qualifies for the Buyer Protection program. AnyonePay's original determination is considered final, but you may be able to file an appeal of the decision with AnyonePay if you have new or compelling information not available at the time of the original determination or you believe there was an error in the decision-making process.
IMPORTANT: You may be required to return the item to the seller or other party we specify as part of the settlement of your claim. AnyonePay's Buyer Protection program does not entitle you to reimbursement for the return shipping costs that you may incur.
AnyonePay's Buyer Protection program may apply when you encounter these specific problems with a transaction:
- You didn't receive your item from a seller (referred to as an "Item Not Received" claim), or
- You received an item, but the item isn't what you ordered (referred to as a "Significantly Not as Described" claim).
If you believe that a transaction made through your AnyonePay account was not authorized by you, this type of claim is different from the Buyer Protection program, and is described below under Liability for Unauthorized Transactions.
Item Not Received claims
Your claim will not qualify for a refund under AnyonePay's Buyer Protection program for an Item Not Received claim if:
You collect the item in person, or arrange for it to be collected on your behalf, including if you use AnyonePay in a seller's store location, or he seller has provided proof of shipment or proof of delivery.
If the seller presents evidence that they delivered the goods to your address, AnyonePay may find in favor of the seller for an Item Not Received claim even if you claim you did not receive the goods.
Significantly Not As Described claims
An item may be considered Significantly Not as Described if:
The item is materially different from the seller's description of it.
You received a completely different item.
The condition of the item was misrepresented. For example, the item was described as "new" but the item was used.
The item was advertised as authentic but is not authentic (i.e. it is counterfeit).
The item is missing major parts or features and those facts were not disclosed in the description of the item when you bought it.
You purchased a certain number of items but didn't receive them all.
The item was materially damaged during shipment.
The item is unusable in its received state and was not disclosed as such.
An item may not be considered Significantly Not as Described if:
The item is materially similar to the seller's description of it.
The defect in the item was correctly described by the seller in its description of the item.
The item was properly described but you didn't want it after you received it.
The item was properly described but did not meet your expectations.
The item has minor scratches and was described as "used."
Ineligible items and transactions under AnyonePay's Buyer Protection program
Payments for the following are not eligible for reimbursement under AnyonePay Buyer Protection:
Real estate, including residential property.
Financial products or investments of any kind.
Businesses (when you buy or invest in all or part of a business).
Vehicles, including, but not limited to, motor vehicles, motorcycles, recreational vehicles, aircraft and boats.
Significantly Not as Described claims for wholly or partly custom-made items or items picked up in person.
Donations including payments on crowdfunding platforms.
Items prohibited by the AnyonePay Acceptable Use Policy.
For Item Not Received claims, items which you collect in person or arrange to be collected on your behalf, including items bought in a seller's store location.
Industrial machinery used in manufacturing.
Anything purchased from, or an amount paid to, a government agency.
Stored value items such as gift cards and pre-paid cards.
Gambling, gaming and/or any other activity with an entry fee and a prize.
Payments sent using AnyonePay to any bill payment service.
Send payment transactions where the sender pays the AnyonePay transaction fee.
Items intended for resale, including single item transactions or transactions that include multiple items.
Transaction eligibility for AnyonePay's Buyer Protection program
To be eligible for AnyonePay Buyer Protection you must meet all of the following requirements:
Have an AnyonePay account in good standing.
Pay for the eligible item from your AnyonePay account.
Attempt to contact the seller to resolve your issue directly before filing a claim under AnyonePay’s Purchase Protection through the Resolution Center.
Respond to AnyonePay's request for documentation and other information within the time requested.
Open a dispute in the Resolution Centre within 60 days of the date you sent the payment, and follow our online dispute resolution process.
Not have received a recovery or agreed to an alternative resolution related to your purchase from another source.
Our online dispute resolution process
If you're unable to resolve a transaction related issue directly with a seller, you must follow our online dispute resolution process through the Resolution Centre to pursue a claim under our Buyer Protection program. You may also file a claim (Step 2 below) by calling us and speaking to an agent. The steps you must follow are described below, and if you do not follow these steps your claim may be denied:
Step 1: Open a dispute within 90 days of the date you made the payment. This might allow you to start a direct conversation with the seller regarding your issue with the transaction that may help resolve the dispute. If you are unable to resolve the dispute directly with the seller, proceed to Step 2. We will place a hold on all funds related to the transaction in the seller's AnyonePay account until the dispute is resolved or closed.
Step 2: Escalate the dispute to a claim for reimbursement within 30 days after opening the dispute, if you and the seller are unable to come to an agreement, if not, we will automatically close the dispute. You can escalate the dispute to a claim for reimbursement through the Resolution Centre. The seller or AnyonePay may also escalate the dispute to a claim at this point. If you are making an Item Not Received claim, AnyonePay may ask you to wait at least 14 days from the transaction date to escalate the dispute.
Step 3: Respond to AnyonePay's requests for documentation or other informationafter you, the seller or AnyonePay escalates your dispute to a claim for reimbursement. AnyonePay may require you to provide receipts, third party evaluations, police reports or other documents that AnyonePay specifies. You must respond to these requests in a timely manner as requested in our correspondence with you.
Step 4: Comply with AnyonePay's shipping requests in a timely manner, if you're filing a Significantly Not as Described claim. AnyonePay may require you, at your expense, to ship the item back to the seller, to AnyonePay or to a third party (which will be specified by AnyonePay) and to provide proof of delivery.
Proof of delivery means:
For transactions that total less than 5000 PHP (or the equivalent currency threshold in the table below), confirmation that can be viewed online and includes the delivery address showing at least city/ or postal code, delivery date, and the identity of the shipping company you used.
For transactions that total 5000 PHP (or the equivalent currency threshold in the table below) or more, you must provide signature confirmation of delivery .
Step 5: AnyonePay will make a final decision(including automatically closing any dispute or claim), in its sole discretion, based on the coverage and eligibility requirements set forth above, any additional information provided during the online dispute resolution process or any other information AnyonePay deems relevant and appropriate under the circumstances.
In the event that AnyonePay makes a final decision in favour of the buyer or seller, each party must comply with AnyonePay's decision.
If AnyonePay finds in favour of a buyer, AnyonePay will reimburse the buyer for the full purchase price of the item and original shipping costs.
If a seller loses a claim, the seller will not receive a refund on the AnyonePay fees associated with the transaction.
If a seller loses a Significantly Not as Described claim due to the item sold being counterfeit, the seller will be required to provide a full refund to the buyer and you will not receive the item back.
Dispute with us or your card issuer
If you used a credit card or debit card as the payment method for a transaction through your AnyonePay account and you are dissatisfied with the transaction, you may be entitled to dispute the transaction with your card issuer. Applicable card chargeback rights may be broader than those available to you under AnyonePay's Buyer Protection program. For example, if you dispute a transaction with your card issuer, you may be able to recover amounts you paid for unsatisfactory items even if they don't qualify for protection under a Significantly Not as Described claim with us.
You must choose whether to pursue a dispute with AnyonePay under our Buyer Protection program, or to pursue the dispute with your card issuer. You can't do both at the same time or seek a double recovery. If you pursue a dispute/claim with us and you also pursue a dispute for the same transaction with your card issuer, we'll close your dispute/claim with us. This won't affect the dispute process with your card issuer. In addition, if you pursue a dispute with your card issuer, you cannot pursue a dispute/claim with us later.
If you choose to dispute a transaction with AnyonePay and we decide against you, you can seek to pursue the dispute with your card issuer later. If AnyonePay does not make a final decision on your claim until after your card issuer's deadline for filing a dispute, and because of our delay you recover less than the full amount you would have been entitled to recover from the card issuer, we will reimburse you for the remainder of your loss (minus any amount you have already recovered from the seller or your card issuer). Before contacting your card issuer or filing a dispute with AnyonePay, you should contact the seller to attempt to resolve your issue in accordance with the seller's return policy.