KiiBank's Seller Protection program
Last Updated: December 1, 2021
What’s Eligible
If you sell a good or service to a buyer, you may be eligible for KiiBank’s Seller Protection program, which terms and conditions are set forth herein and form part of the user agreement. When it applies, KiiBank’s Seller Protection program entitles you to retain the full purchase amount. KiiBank determines, in its sole discretion, whether your claim is eligible for KiiBank’s Seller Protection program based on the eligibility requirements, any information or documentation provided during the resolution process, or any other information KiiBank deems relevant and appropriate under the circumstances.
There is no limit on the number of payments eligible for KiiBank’s Seller Protection program. By accessing the Transaction Details page in your KiiBank account you can identify transactions that may be eligible for protection under this program.
KiiBank’s Seller Protection program may apply when a buyer claims that:
They did not authorise, or benefit from, funds sent from their KiiBank account (referred to as an "Unauthorised Transaction" and the Unauthorised Transaction occurs in an environment hosted by KiiBank; or
They did not receive the item from you (referred to as an "Item Not Received" claim).
Basic Requirements
To be eligible for KiiBank's Seller Protection program, all of the following basic requirements must be met, as well as any applicable additional requirements:
You provide us with valid proof of shipment or proof of delivery.
In the case of an Unauthorised Transaction claim, you must provide valid proof of shipment or proof of delivery that demonstrates that the item was shipped or provided to the buyer no later than two days after KiiBank notified you of the dispute or reversal. For example, if KiiBank notifies you of an Unauthorised Transaction claim on September 1, the valid proof of shipment must indicate that the item was shipped to the buyer no later than September 3 to be eligible for KiiBank’s Seller Protection program.
The item must be a tangible item except for items subject to the Intangible Goods Additional Requirements.
You must ship the item to the shipping address on the transaction details page in your KiiBank account for the transaction. If you originally ship the item to the recipient's shipping address on the transaction details page but the item is later redirected to a different address, you will not be eligible for KiiBank's Seller Protection. We therefore recommend not using a shipping service that is arranged by the buyer, so that you will be able to provide valid proof of shipping and delivery.
You must respond to KiiBank's requests for documentation and other information in a timely manner as requested in our email correspondence with you. If you do not respond to KiiBank's request for documentation and other information in the time requested, you may not be eligible for KiiBank's Seller Protection.
If the sale involves pre-ordered or made-to-order goods, you must ship within the timeframe you specified in the listing. Otherwise, it is recommended that you ship all items within 7 days after receipt of payment.
You must accept payment from a KiiBank account for the purchase (partial payment and/or payment in installments are excluded).
The payment must be marked “eligible” or “partially eligible” in the case of Unauthorised Transaction claims, or “eligible” in the case of Item Not Received claims, for KiiBank's Seller Protection on the Transaction Details page.
Item Not Received Additional Requirements
To be eligible for KiiBank's Seller Protection program for a buyer's Item Not Received claim, you must meet both the basic requirements and the additional requirements listed below:
Intangible Goods Additional Requirements
For the sale of intangible goods and services to be eligible for KiiBank’s Seller Protection, the sale must meet the basic requirements and the following additional requirements:
Integration requirements:
Where you have integrated a KiiBank checkout product, you must be using the current version of that product if you are accepting payments directly via a website or mobile optimized website; or
Ensure you are passing session information to KiiBank at checkout if you are integrated with KiiBank via a third-party or if you have a native app integration.
Other integration requirements may apply depending on your business model. We will let you know those requirements ahead of time, if needed.
KiiBank has marked the intangible good transaction as “eligible” in the Transaction Details page or otherwise provided notice to you of eligibility in writing.
Delivered the item and provide Proof of shipment or delivery for Intangible Goods.
Establishing proof of shipment or proof of delivery
Physical Goods
| The following is required as proof of shipment or delivery for physical goods: |
| Proof of shipment |
Proof of delivery |
| Online or physical documentation from a shipping company that includes: |
Online or physical documentation from a shipping company that includes: |
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An online and verifiable tracking number
Date of shipment
An address for the recipient that matches the shipping address on the transaction details page
An address for the recipient showing at least the city, country, or postal zip code (or international equivalent).
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An online and verifiable tracking number
Date of delivery and "delivered" status of the item or service.
An address for the recipient showing at least the city, country, or postal zip code (or international equivalent).
Signature confirmation when the full amount of the payment (including shipping and taxes exceeds) the fixed amount (based on the currency of the payment). .
IMPORTANT: Your choice of carrier and shipment options with that carrier can have a big impact on your ability to meet the proof of delivery requirements. Please ensure, especially when shipping goods internationally, that your carrier can provide ‘delivered' status at the correct address, or your Seller Protection claim may be denied.
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Intangible Goods
| The following is required as proof of shipment or delivery for intangible goods: |
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For intangible or digital goods, proof of shipment or delivery means compelling evidence to show the item was delivered or the purchase order was fulfilled. Compelling evidence could include a system of record showing the date the item was sent and that it was either:
Electronically sent to the recipient, including the recipient’s address (email, IP, etc.), where applicable; or
Received or accessed by the recipient
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Ineligible Items and Transactions
The following items or transactions are not eligible for KiiBank’s Seller Protection program:
Real estate, including residential property
Vehicles, including, but not limited to a motor vehicles, motorcycles, recreational vehicles, aircraft or boats, except for personally portable light vehicles used for recreational purposes like bicycles and wheeled hoverboards
Businesses (buying or investing in a business)
Industrial machinery used in manufacturing
Payments equivalent to cash, including stored value items such as gift cards and pre-paid cards
Payments made in respect of gold (whether in physical form or exchange-traded form)
Financial products or investments of any kind
Gambling, gaming, and/or any other activities with an entry fee and a prize
Donations, including payments received as crowdfunding or crowdlending
Payments to a state-run body (except for state-owned enterprises), a government agency, or to third-parties collecting payment on behalf of a state-run body or government agency
Payments to any bill payment service
Items where the buyer claims (either with us or their card issuer) that the item you sent isn't what was ordered (referred to as a "Significantly Not as Described" claim)
Physical, tangible items delivered in person, including in connection with a payment made in your physical store, unless the buyer paid for the transaction in person using KiiBank’s goods and services QR code
Anything KiiBank determines, in its sole discretion, is prohibited by KiiBank’s Acceptable Use Policy, even if the transaction is initially marked as “eligible” or “partially eligible” on the Transaction Details page.
Personal payments including payments sent using KiiBank's friends and family functionality
Payments not processed either through a buyer's KiiBank account.
Travel tickets sold by a travel carrier where (1) the buyer claims (either with us or their financial institution) that it was an Unauthorised Transaction and (2) such claim was filed more than 24 hours before the travel date.
