Dispute resolution

When you can open a ticket

You must submit your dispute within 30 calendar days of the original charge date. Tickets opened after this window will be reviewed on a case-by-case basis but are not guaranteed a resolution under this policy. The charge must appear on your SellAuth receipt — we cannot mediate disputes for third-party resellers or unauthorized payment channels.

How it works

1. Open a ticket. Visit /support and select Billing dispute as the category. Include your SellAuth order ID, the charge date, and a brief description of the issue.
2. We respond within 24 business hours. Our billing team reviews every dispute manually. You'll receive an initial acknowledgment within one business day (Monday–Friday, excluding US federal holidays).
3. Resolution. After investigation, we will either issue a full refund to your original payment method or restore account credit equivalent to the disputed amount. You'll be notified of the outcome via the same ticket thread.

Refund or credit?

We default to original-payment refunds for charges that were unauthorized, duplicate, or the result of a verifiable technical error on our side. Account credit is offered when the dispute stems from a misunderstanding of product functionality, a missed cancellation window, or when the customer prefers it. Credit never expires and applies to any Meridian plan or future upgrade.

Before you chargeback

Filing a payment dispute with your bank or card issuer before contacting us delays resolution significantly — chargebacks can take 60–90 days to adjudicate. We ask that you open a ticket first. In nearly every case we can resolve the issue faster than your bank can. If a chargeback is already in progress, we'll still work with you, but the timeline is dictated by the card network.

Escalation

If you're unsatisfied with the initial resolution, reply to the ticket and request escalation. A senior team member will review the case within an additional 48 business hours. Our goal is to close every dispute within five business days of the initial ticket.