What QrX Does and Does Not Do
QrX provides payment technology for Payment On Delivery. This article explains the difference between QrX, the merchant, and the delivery carrier so consumers and merchants know where to go for help.
QrX Handles Payment Services
QrX can help with questions about:
Whether a QrX payment was created, pending, paid, failed, expired, cancelled, or refunded.
Payment links, QR codes, PIN delivery, and verification messages.
Duplicate charges, failed payments, wrong payment amounts, and payment confirmation.
Refund status after a merchant has approved or started a refund through QrX.
Tracking references and order references when the merchant or carrier provided them to QrX.
Technical issues with the QrX payment page, PortalX, API, or webhooks.
The Merchant Handles the Goods
The merchant is the seller of the goods. The merchant remains responsible for product quality, product availability, order contents, cancellation approval, returns, warranty, repairs, replacement, and customer-service decisions about the goods.
If your product is wrong, damaged, defective, missing, late, or not what you expected, contact the merchant first. QrX can help identify payment and order references, but QrX cannot decide a goods dispute for the merchant.
The Carrier Handles Delivery Execution
The carrier or delivery partner handles the physical delivery. QrX may show tracking information when it is available, but QrX does not drive the route, control delivery timing, inspect parcels, or decide delivery exceptions.
How Fin Should Answer
Fin should answer payment, PIN, tracking-reference, and order-status questions directly when QrX data is available. Fin should escalate to a human when identity is unclear, payment data conflicts, the user requests legal action, the user disputes goods responsibility, or the issue requires a merchant decision.