Buyer Protection Program - MonsterPay
Buyer Protection Program

We guarantee 100% protection up to US$1,000.00 against unauthorised payments sent from your account.

  • MonsterPay emails you a confirmation of every transaction made from your account. If you receive confirmation of a transaction you don’t recognize, you can contact our customer service team to help you sort out the situation.
  • This protection does not apply to any unauthorised transactions that occur in respect of your account that were not effected by means of MonsterPay.

Dispute resolution on purchases using MonsterPay

When you pay with MonsterPay, you gain access to a forum for dispute resolution. Through it, you can file a claim in respect of:

  • A physical good that you paid for but never received.
  • A physical good you purchased that is significantly different from what was described in the listing.

Dispute Resolution specialists gather information about your transaction and help you resolve the issue. Throughout the process, you’ll be advised of your claim’s status via email and in the dispute centre of your MonsterPay account.

MonsterPay helps to prevent identity theft

By keeping your financial information private, MonsterPay enables you to pay without sharing your financial information with sellers

File a Claim

The vast majority of MonsterPay payments occur without problems. In the event that a dispute arises in respect of a purchase, MonsterPay’s Buyer Complaint Process is available to help resolve the dispute.

The Buyer Complaint Process is a way for buyers to issue formal complaints regarding items paid for through MonsterPay but never received or items received that are significantly different from what was described in the listing.

Buyers

Buyers are strongly encouraged to first communicate with sellers if they have a problem with a transaction. In most cases, direct communications between the two parties is the quickest and most amicable way to resolve disputes. In exceptional circumstances, however, you may file a claim through the Buyer Complaint Process.

Once you file a claim, MonsterPay will investigate the case and attempt to come to a fair resolution. If our investigation determines that you are owed money by the seller, we will make every effort to recover funds for you. We will try to complete our investigation and provide any reimbursement within 45 days from the date the Buyer Complaint Form is filed.

Requirements for the Buyer Complaint Process

In order for a transaction to be eligible to be reviewed by the Buyer Complaint Process:

  • You must have used MonsterPay to pay for your purchase.
  • You did not receive the item that you purchased or the item received was significantly different from what was described in the listing.
  • You must file a claim within 45 days of payment.
  • Your purchase must be a physical/tangible item. Services and intangible items (emailed recipes etc.) are not covered.

What is significantly-not-as-described?

An item is significantly-not-as-described if it is materially different from how the seller described it in the item listing. Here are some examples:

  • You received a completely different item. Example: You purchased a book and received a DVD or an empty box.
  • The condition of the item was misrepresented. Example: The listing said "new" and the item was used.
  • The item was advertised as authentic but is not authentic.
  • The item is missing major parts or features which were not disclosed in the listing.
  • You purchased three items from a seller but only received two.

An item is not significantly-not-as-described if it is materially similar to the seller’s item listing description. Here are some examples:

  • The defect in the item was correctly described by the seller.
  • 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 is missing major parts or features which were not disclosed in the listing.
  • The item has minor scratches and was listed as used condition.

There may be times when the characteristics of the item or the situation do not render the items significantly-not-as-described. MonsterPay encourages all buyers and sellers to communicate with each other before and after the transaction to prevent these issues from occurring. For items that do not qualify as significantly-not-as-described, we still encourage the buyer and seller to find an equitable solution. MonsterPay will reserve the right to make a decision on whether or not an item is significantly-not-as-described if the buyer and seller cannot agree. MonsterPay may require the buyer to ship the item back to the seller or to MonsterPay or to a third party at the buyer’s expense, and to provide proof of delivery. Once MonsterPay has made a decision on a significantly-not-as-described dispute, that decision is final and cannot be appealed.

Sellers

If a buyer files a claim in respect of an item sold, MonsterPay will investigate the transaction and attempt to establish a fair resolution. Here are some tips to help you prevent claims from occurring:

  • Use a shipping service that can provide a tracking number or reasonable proof of delivery. If necessary, this will help prove that an item was delivered.
  • Be willing to provide as much information as possible to MonsterPay’s investigating agent. If you fail to provide necessary information, MonsterPay will automatically grant the buyer a refund and debit your account.

Click here to contact us and file a claim