Automatic refunds for failed transactions
When the system confirms a transaction as failed, its deducted or held funds are automatically returned to H2H Balance. No service fee applies to failed transactions. Check both the transaction outcome and balance movements; a failed status alone does not prove that a balance credit has been recorded. Contact WhatsApp or email support with the reference if funds have not returned.
Held funds and partial fulfilment
A price-limit hold is not necessarily the final charge. For Smart Order with max_bid or orders using max_price, unused held funds are returned after settlement under the relevant transaction mechanism. A fully failed order receives a full return of the hold. For bulk orders, review each child order: refunds cover failed or unused portions, not successfully delivered portions.
Pending orders, timeouts, and cancellation
Orders already being processed cannot be cancelled. Pending/processing, timeouts, or missing callbacks do not automatically mean failure or trigger an immediate refund. Melostore helps follow up with providers upon request. Reuse the same transaction reference for status checks to avoid duplicate orders and refunds.
Non-conforming products and evidentiary requirements
A complaint concerning a non-conforming product, defective voucher, or successful status without receipt shall include the reference, SKU, target, time, description and relevant End User evidence, including screenshots or error messages. The Partner shall safeguard passwords, OTPs, API credentials and voucher codes and shall not disclose them publicly. The remedy follows the Provider's investigation and decision, without prejudice to mandatory legal obligations. Submission of a claim does not, of itself, constitute approval of a refund.
Submission and resolution limits
Submit complaints within 3 × 24 hours of the transaction. Provide complete evidence for investigation. The complaint resolution limit is 7 × 24 hours after receipt of a complete report. Use WhatsApp 085155001880 as the primary channel or [email protected] as the secondary channel. Support operates daily from 08:00–24:00 WIB; live chat is for simple questions only.
Incorrect targets and transfer mistakes
Check the target, server, region, SKU, and amount before ordering. Partner input errors do not automatically entitle the partner to a refund for products delivered according to instructions. Incorrect or duplicate deposit transfers are user errors and are not automatic exceptions to the withdrawal restriction. Evidence may still be submitted for clarification and reconciliation.
Bank repayments and fees
Balance cannot be withdrawn unless the service is discontinued or otherwise provided in an agreed NDA. Eligible repayments go to a verified bank account, with the applicable transfer/repayment fees at that time borne by the recipient. Deposit fees follow the payment method; relevant conversion uses Melostore's rate at that time. Bank repayments are reconciled against balance credits and chargebacks to prevent duplicate repayment.
These terms are subject to Indonesian law and do not override rights or obligations that apply mandatorily under law.
Contact support
Daily, 08:00–24:00 WIB (UTC+7). WhatsApp is the primary issue-resolution channel; email is secondary. Messages outside these hours are answered during the next active hours. Live chat is for simple questions only.