Category 1: Transaction Recognition & Bank Statement Queries

1. Why is 'Peach Payments' on my bank statement?

Peach Payments is a secure payment gateway used by many South African online businesses. We are like the digital version of a credit card machine in a store.

• What to do: Look for the business's name next to ours on your statement, usually in the format PP*BusinessName.
• Who to contact: The business listed on your statement can give you details about your purchase.

2. I'm being charged by you every month. What is this for?

This is likely a recurring subscription or payment plan with a business that uses our service. We securely process the payment, but the agreement is with the business you signed up with.

• What to do: Check your bank statement for the business name, which appears as PP*BusinessName.
• Who to contact: The business listed on your statement can provide details about the subscription and manage your account.

3. Is a small charge of R1.00 from Peach Payments a test or a scam?

This is not a scam. It's a temporary R1.00 authorization hold to verify that your card is valid.

• Why it happens: Some businesses do this when you save your card for the first time for future payments.
• What happens next: This R1.00 is not a permanent charge and will be automatically reversed by your bank, usually within a few days.

Category 2: Order & Service Fulfillment

1. Where is my order? Can you provide a tracking number?

Our role is only to process your payment securely. We do not handle shipping or have access to your order details for your privacy.

• What to do: Please contact the business you bought from directly for any questions about delivery, tracking, or the items you purchased.

2. I haven’t received my e-ticket/voucher/download link. Can you resend it?

We securely process your payment but, for your privacy, we don't have access to the specific digital goods you purchased.

• What to do: First, please check your email spam or junk folder.
• Who to contact: If you still can't find it, please contact the business you bought from directly to have them resend your purchase.

3. The merchant isn't responding to me. Can you contact them for me?

We understand that this is frustrating. However, our role is limited to payment processing, and we cannot manage customer service disputes on your behalf.

• What to do: Continue trying to contact the merchant through all available channels (email, phone, social media).
• Next step: If you believe the service will not be provided, you should contact your bank's card division to inquire about their internal processes. Thereafter, please contact us again and inform us.

Category 3: Payment Failures & Technical Issues

1. Why was my card payment declined?

There are various reasons as to why your payment could have been declined. Unfortunately we are unable to disclose specific failures with customers directly.

• Common reasons: Incorrect card details (CVC, expiry date), insufficient funds, or a bank security block.
• What to do: Please double-check your details. If it still fails, contact your bank directly to find out why.

2. I'm not receiving the OTP / 3D Secure code to my phone. What should I do?

The One-Time Pin (OTP) is sent directly from your bank to authorize the payment. We do not send it or have control over its delivery.

• What to do: First, check that you have a stable mobile network signal.
• Who to contact: If you're still not receiving it, please contact your bank directly to ensure they have your correct mobile number on file for 3D Secure transactions.

3. The payment page won't load or looks broken. Is your system down?

It's unlikely our system is down, but issues can sometimes occur due to browser or network problems.

• What to do: Try these steps first:

            Refresh the page.

            Clear your browser's cache and cookies.

            Try using a different web browser (like Chrome or Firefox).

• If it persists: Inform the business you're trying to pay, as there may be an issue with their website's integration.

4. Money was taken from my account, but the order failed. What now?

Sometimes when there is a break in internet connection or bad coverage, the transaction status will fail but the funds will still be debited from your account

• What to do: Contact the business directly to inquire about the status of your payment. If needed, they will reach out to us (Peach) directly for further assistance.

Category 4: Refunds & Cancellations

1. How do I get a refund?

Refunds can only be processed by the business you paid. We cannot initiate a refund on their behalf or yours.

• What to do: Contact the business directly to request your refund.
• Timeline: Once they process it, the refund will appear in your account within 5-10 business days.

2. I paid twice by mistake. How do I fix this?

Duplicate payments can happen. The refund for the extra charge must be initiated by the business that received the payment.

• What to do: Contact the business where you made the payment. Provide them with the transaction details and request that they refund the duplicate charge.

3. The merchant only refunded part of my order. Why not the full amount?

We can only process the refund amount that the business instructs us to. We have no visibility into the reasons for a partial refund (e.g., non-refundable deposits, shipping costs).

• What to do: For any questions about the amount refunded, you will need to contact the business you purchased from directly.

Category 5: Subscription & Account Management

1. How do I cancel my subscription or update my card details?

Your subscription agreement is with the business you signed up with. For your security, only they can manage your subscription.

• What to do: Please log in to your account on the business's website or contact their support team to make any changes.

2. Can you send me an invoice or receipt for my payment?

We process the payment, but the official invoice or receipt for your purchase is generated by the business you paid.

• What to do: Please contact the business directly to request an invoice. Many businesses also provide access to your payment history in your user account on their website.

Category 6: Security & Fraud Concerns

1. Is it safe to enter my card details on your payment page?

Yes. Security is our highest priority.

• Our credentials: Peach Payments is PCI DSS Level 1 compliant, which is the highest global standard for payment data security.
• How it works: Your card details are encrypted and sent directly to the bank; they are never stored by or visible to the merchant.

2. I think my card was used fraudulently on your platform. What do I do?

We take fraud very seriously. You need to act quickly to secure your account.

• Step 1 (Immediate): Contact your bank's fraud department immediately to report the transaction and have your card blocked.
• Step 2: Report the unauthorized charge to the merchant whose name appears on your statement. Your bank will guide you through the dispute process.
• Step 3: Send us an email to [email protected] with the transaction and merchant details.