When it comes to obtaining information about an undelivered purchase, the best option is to contact the store directly where the purchase was made. After all, the store is solely responsible for the distribution and delivery of the product. Therefore, it is recommended to visit the store's website and look for an available customer service channel.
Primefy plays a fundamental role as a payment intermediary, facilitating online payment transactions. In other words, our goal is to ensure that the money leaves your account and reaches the store when you make a purchase.
But what if you don't remember which store you made the purchase from?
If the transaction was made with a credit card, a reference such as ZP*Company Name may appear on the statement. When purchasing using Primefy as the payment intermediary, you also receive a purchase confirmation email with the company name and sale number.
After identifying the store, it's time to get in touch.
You can locate the store's contact methods through an internet search. If you cannot find any means of contacting the store, contact our Support team through our official channels and provide the following details:
- Company name;
- Sale number (starting with P, something like P123456);
- Your full name.
Our team will do their best to help you locate a contact method.
And what if the store doesn't respond to your contact attempts?
If this happens, it's time to consider disputing the purchase. To dispute a purchase, contact your credit card issuer or bank, explaining that you did not receive the product and request a chargeback/dispute.
It's important to note that the chargeback process can take up to 120 days and is only available for purchases made with a credit card. For purchases with boleto or Pix, contact your bank to see if there are any available alternatives.
If the purchase was made in installments, the credit card issuer will cancel all future installments and refund the amount that has already been paid.
If you have any questions, feel free to contact us through our official channels. We are here to help!