1. Verified Payments
An order is processed only after payment has been verified. If payment is not verified, customers may be asked to retry payment or contact support with their order number.
2. Failed Delivery
If payment is successful but delivery fails, customers should contact support with their order number and phone number used during checkout. The team will verify the transaction and either process the order manually where possible or advise on the next step.
3. Wrong Customer Details
Customers are responsible for entering the correct phone number and request details. Refunds may not be available where a bundle, airtime, PIN code, or service is processed using incorrect details supplied by the customer.
4. Provider Delays
Some deliveries may be delayed by network or third-party provider issues. A delay does not automatically mean the order has failed. Customers should contact support if an order remains pending longer than expected.
5. Completed Orders
Orders that have been successfully delivered or completed are generally not refundable, unless support confirms a duplicate charge or another valid payment issue.
6. Duplicate Payments
If a customer is charged more than once for the same order, support will verify the Paystack records and advise on refund or resolution.
7. How To Request Support
Customers should provide the order number, phone number, payment date, and a short description of the issue. This helps support verify the case quickly.