Refunds and disputes

How the money is protected

Your money is held by our licensed payment processor once you pay. The vendor gets their first payment (30%, or 10% for a seller's first 3 orders) to start the order. The rest is released only when you enter the six-digit delivery code, or when the vendor marks the order delivered and you don't report a problem within the window shown on the order (72 hours unless stated otherwise).

If something goes wrong

Report a problem on the order page before Stage 2 is released. That stops the release. Both sides can add photos and notes, and a person at ProcureAI decides from that evidence.

The decision can be to release Stage 2 to the vendor or to refund the held part to you. The first payment already made to the vendor is a matter between you and the vendor.

Paying too much or too little

If your transfer is short, the order waits for the rest; nothing is paid out. If you send more than the amount due, the extra is returned to the account it came from.

How refunds reach you

Refunds go back to the bank account the payment came from, through our payment processor. If a refund hasn't arrived within five working days, write to hello@procureai.com.ng with your order number.