Structured Resolution Lifecycle
Every payment discrepancy is tracked through our single unified dispute infrastructure, driving automated auditing or direct agent review to settlement.
Issue Reported
Merchant or customer logs payment discrepancy or failed credit.
Verification
Reconciliation engines audit processor webhooks and block logs.
Evidence Review
Security agents audit submitted screenshots, tx hashes, and details.
Resolution
Initiate automated fiat refund or manual verified crypto return.
Audit Closure
State is updated, ledger is balanced, and compliance logs saved.
Supported Payment Protection
We resolve all operational, technical, and processing discrepancies related to transactions and billing integrity on our infrastructure.
User accounts debited but system invoices/metadata not updated.
Multiple charges occurring for the same invoice or workspace plan.
On-chain blockchain transfers confirmed but unpaid on invoices.
Billed for wrong subscription plans or after active cancellations.
Offramp or withdrawal delays from crypto conversions to local fiat.
Suspected compromise of merchant profiles or API keys.
Explicitly Unsupported Disputes
Deraledger provides pure collections, receivables, and payment infrastructure. To maintain operational neutrality, we strictly do NOT arbitrate buyer-seller commercial agreements.
Commercial Disclaimer
“Deraledger facilitates billing and payment infrastructure but is not party to the underlying commercial agreement between merchants and customers.”
Customers who experience service-delivery failures must contact the merchant directly to resolve disagreements. Deraledger cannot reverse or escrow funds based on contractual disputes.
Crypto Payment Protection
DeraLedger utilizes specialized crypto rails to track on-chain transfers. Our Crypto Verification Engine monitors ledger confirmations automatically to match your payment accurately against invoices.
Verifying transaction hash, network confirmation metrics, and wallet destination addresses.
Secure automated fiat NGN offramping backed by verified market conversion rates.
Detecting underpayments, overpayments, or network mismatches instantly.
Resolution SLAs & Timelines
We respect your business operations and adhere to public SLAs. If a case breaches these timelines, it is automatically escalated.
| Dispute Category | Core Issue | Target Resolution SLA |
|---|---|---|
| Duplicate Charges | Double fiat debit for one invoice. | < 24 Hours |
| Failed Payments | Bank debit completed but invoice uncredited. | < 24 Hours |
| Crypto Verification | Tx hash matching after block confirmations. | < 30 Minutes |
| Billing Disputes | Workspace plan cancellation or incorrect tier charge. | < 24 Hours |
| Standard Cases | Complex reconciliation or mismatch audit. | < 72 Hours |
| Fraud Investigations | Unauthorized use, merchant abuse, identity check. | 7 – 14 Days |
Frequently Answered Disputes
Search or filter categories to quickly resolve common queries on payments, fiat refunds, and crypto assets.
Every resolution step, merchant authorization, refund state, and crypto verification event is recorded permanently in our secure database for CBN-compliant trace retention.
Documents, receipts, and blockchain screenshots uploaded during dispute intake are securely hashed and stored to maintain customer data confidentiality.
Our risk engines analyze transaction velocity and dispute ratios to identify suspicious merchant behaviors, protecting payment integrity from end to end.