Frequently Asked Questions

consumers

I see a charge on my bank statement that I don't recognize.

IoniaPay transactions are listed on your bank statement labeled with “IoniaPay” and the first eight characters of the merchant’s name.

If you do not recognize this transaction, or have any issues with your purchase, we encourage you to first contact the merchant directly. If you do not recognize the merchant, please don't hesitate to contact Ionia Support at support@ionia.io.

What communication can I expect to receive regarding my transactions?

When you make a purchase using IoniaPay, we will send you an email with the details of your transaction.

IoniaPay transactions are listed on your bank statement labeled as “IoniaPay” followed by the first eight characters of the merchant’s name. If you do not recognize this transaction, or have any issues with your purchase, please contact the merchant directly using the number provided on your transaction confirmation or through their website.

If I have a problem with my purchase, who do I contact?

If you experience any issues with your purchase, please contact the merchant directly for assistance in resolving the matter.

I have tried to resolve the problem with my purchase directly with the Merchant, but I have not been successful. What do I do?

If you have not been able to have the issue with your purchase resolved, please contact our IoniaPay Support Team at support@ionia.io, and we will be happy to help.

We will need the following information to assist you as quickly as possible:

  • Transaction Date: The date the charge occurred.

  • Transaction Amount: The exact amount of the charge.

  • Merchant Name: The name of the business where the charge originated.

  • Reason for Dispute: Provide a clear explanation of why you believe the charge is incorrect (e.g., item not received, duplicate charge, incorrect amount, etc.).

How long will it take to resolve my dispute?

Dispute resolution times may vary, but it can take up to 30 business days as we work with the merchant to resolve the issue.

What happens while my dispute is being reviewed?

Our Support Team will gather information from you and other relevant sources while working with the merchant to resolve the dispute. Once the review is complete, we will notify you of the decision.

If your dispute is approved, we will process a refund to the credit card used in the transaction.