Resolve a merchant, product or delivery dispute

Contact the merchant

Report the problem promptly, state the requested resolution and keep the order confirmation, product listing, messages, delivery evidence and photos. Avoid returning an item without the merchant’s instructions.

Contact CanPay when

• The merchant has approved a refund but the financed balance is unchanged.
• The CanPay payment or order record is inaccurate.
• You cannot reach the merchant after reasonable attempts.
• The issue involves suspected fraud or an unauthorised transaction.

Keep paying unless told otherwise

A dispute does not automatically pause an instalment schedule. Continue to follow the dates displayed in your account unless CanPay confirms an adjustment. Human support must review payment disputes and account changes.