Merchant Complaints

General provisions

This page explains how a buyer or another person can submit a complaint about a merchant using Weelay.

Weelay provides technical infrastructure for creating and checking USDT TRC20 invoices. Weelay is not the seller, does not hold buyer funds and does not issue refunds on behalf of merchants.

A complaint helps Weelay review technical data and possible violation of service rules, but does not make Weelay a party to the transaction between the merchant and the buyer.

When a complaint can be submitted

A complaint may be submitted if the merchant:

• did not fulfill the order after payment;
• provided false information about goods or services;
• stopped responding after receiving payment;
• used Weelay for fraud;
• sold prohibited goods or services;
• violated the Acceptable Use Policy;
• sent misleading payment or order instructions;
• used another brand, fake store or deceptive scheme.

What to include in a complaint

To help Weelay review the situation faster, the complaint should include:

• invoice id;
• payment URL;
• order id, if provided by the merchant;
• payment tx_hash;
• payment amount;
• recipient wallet address;
• buyer email;
• merchant email or name, if known;
• problem description;
• date and approximate time of payment;
• communication with the merchant, if available;
• screenshots or other evidence, if available.

The more accurate the data, the faster the invoice can be found and technical information can be reviewed.

What Weelay can review

Weelay may review technical data related to the payment:

• whether the invoice existed;
• current invoice status;
• invoice amount;
• wallet address shown to the buyer;
• tx_hash connected to the invoice;
• invoice creation time;
• payment check time;
• merchant project connected to the invoice;
• signs of Acceptable Use Policy violation.

What Weelay can do

Depending on the situation, Weelay may:

• review technical invoice and payment data;
• contact the merchant if necessary;
• request an explanation from the merchant;
• restrict the merchant project;
• limit creation of new invoices;
• revoke or block an API key;
• block the merchant account;
• retain technical data for complaint review;
• refuse further service to the merchant in case of serious violations.

Measures depend on the nature of the complaint, technical data, account history and possible risk to buyers or the service.

What Weelay cannot do

Weelay cannot:

• cancel a blockchain transaction;
• return funds from blockchain;
• debit the merchant wallet;
• send a refund on behalf of the merchant;
• physically force the merchant to fulfill the order;
• replace a court, bank, police or payment arbitration;
• guarantee a refund to the buyer.

A USDT TRC20 payment is sent directly to the merchant wallet, so a refund can only be sent by the merchant.

Refunds related to complaints

If the merchant agrees to refund the buyer, the merchant sends the refund independently from the merchant wallet.

Weelay does not hold buyer funds and does not have access to the merchant wallet.

A refund may require a separate blockchain transaction and a network fee.

Complaints about prohibited activity

If the complaint is related to fraud, phishing, malware, stolen data, drugs, weapons, money laundering, sanctions or other prohibited activity, Weelay may restrict the merchant without prior notice.

Such cases may also require contacting competent authorities.

Review time

Weelay aims to review complaints within a reasonable time.

Review time depends on completeness of the data, complexity of the situation, need to contact the merchant and technical payment review.

If the complaint does not include invoice id, tx_hash or other data required for search, review may take longer or may be impossible.

Repeated and false complaints

Complaints should be submitted in good faith.

Complaints must not be used for pressure on the merchant, false accusations, spam, blackmail or abuse of Weelay support.

Weelay may refuse to review repeated, clearly false, incomplete or abusive complaints.

When to contact parties outside Weelay

If the situation involves a crime, threats, data theft, significant damage or illegal activity, the buyer may contact relevant authorities, legal counsel, bank, wallet provider or another competent organization.

Weelay may help with technical data within its capabilities, but does not replace official proceedings.

Summary

A merchant complaint helps Weelay review technical data and possible violations of service rules.

Weelay may restrict the merchant in case of violations, but does not hold funds, does not issue refunds for merchants and cannot cancel blockchain transactions.