Chargebacks & Bank Disputes - Please Contact Us First

If you are considering contacting your bank to dispute a transaction, we strongly encourage you to contact us first.

Most matters can be resolved quickly and professionally without escalating to a bank dispute.

Initiating a chargeback before contacting us may delay resolution and trigger formal review procedures.

? How to Escalate Directly

For urgent or unresolved matters, please email:

complaints@starpoweradvancesolartechnology.com

Include:

• Invoice or order number

• Full name used on order

• Clear description of the issue

• Supporting evidence (photos, tracking, technical readings if applicable)

Complaints are reviewed by senior staff.

⏱ Resolution Timeframes

• Acknowledgement: Within 1 business day

• Formal response: 1–3 business days

We operate a structured complaints handling process aligned with Australian Consumer Law.

⚖ What Happens When a Chargeback Is Filed?

When a bank dispute is initiated:

1. Funds are immediately frozen

2. The case enters a formal merchant defence process

3. All communication records, tracking logs, warehouse scans, and signed delivery confirmations are submitted

4. Resolution may take 30–75 days depending on the issuing bank

This process is significantly slower than contacting us directly.

? Common Issues That Can Be Resolved Without Chargeback

• Split shipments (multiple consignments)

• Tracking delays

• Incorrect items received

• Product compatibility concerns

• Warranty assessment

• Refund processing timeframes

In most cases, we can resolve these faster than a bank.

? Fraudulent or Premature Chargebacks

If goods have been delivered and a chargeback is filed without allowing reasonable resolution time:

• Full evidence will be submitted to the bank

• Delivery confirmation and tracking scans will be provided

• Warehouse dispatch logs will be reviewed

• Serial numbers may be recorded

We maintain detailed transaction and dispatch documentation.

Our Commitment

We are a registered Australian business operating from NSW.

We are committed to:

• Transparent communication

• Fair review

• Compliance with Australian Consumer Law

• Prompt resolution

We encourage customers to allow us the opportunity to resolve concerns directly.

Fastest Way to Resolve an Issue

Email: complaints@starpoweradvancesolartechnology.com
Provide clear information and supporting evidence.

Most issues can be resolved quickly without involving financial institutions.