Payments and Disputes
How card payments, merchant payouts, refunds, chargebacks and payment-side responsibilities work on Kordiva.
Last updated: August 2026 · Merchant terms version: mk-policy-v1.2
1. Merchant protection terms and role separation
The merchant operating a Kordiva store remains the seller of record for the products and services in that store. Kordiva is the merchant-of-record/payment party for the current card-processing flow, but Kordiva does not become the seller, supplier, reseller, owner or licensor of the merchant's goods or services.
2. Card-payment flow
Customer card payments are processed through Kordiva's Stripe-connected platform flow. After Kordiva's applicable retained amounts and payment controls are applied, the merchant's eligible proceeds are transferred through the connected recipient-account infrastructure and later paid out to the merchant's verified bank account.
3. Merchant commercial responsibility
The merchant is responsible for product or service legality, accurate descriptions and pricing, fulfilment, delivery, warranties, customer rights, return rules, tax treatment and legally required sales or fiscal documents. The merchant must keep evidence of fulfilment and customer communication when reasonably necessary for a payment dispute.
4. Refunds
When a merchant approves an eligible refund in Kordiva, the platform initiates the payment-side refund through Stripe. The corresponding merchant proceeds can be reversed, offset against a reserve or recovered from a future payout when required to settle the refund. The customer's bank controls the final time needed for the refund to appear on the card statement.
5. Disputes and chargebacks
If a customer disputes a card payment, Kordiva receives and processes the payment-processor event and can request evidence from the merchant. The disputed amount and processor/network fees attributable to the merchant's transaction can be held, reversed or recovered from merchant proceeds in accordance with the applicable policy and actual processor charges.
6. Payout holds and reserves
Payout release depends on verification, delivery state, merchant history and risk. Kordiva can use payout delays or reserves to keep funds available for refunds, disputes, negative balances or other payment risk. The specific order status shown in the merchant dashboard is the operational source of truth for whether funds are eligible for release.
7. Card-statement identification
Kordiva sends the store name as a statement-descriptor suffix where supported. The final statement text also depends on Kordiva's configured Stripe base descriptor and the customer's issuing bank, so exact formatting can vary.
8. Support responsibility
Questions about a product, delivery, service fulfilment, warranty or ordinary return should be handled by the merchant. Questions about Kordiva's payment processing, payout status or platform operation can be escalated to Kordiva support.
support@kordiva.com