If you believe you were charged incorrectly for a purchase, please contact us so we can review your case.
You can reach us in any of the following ways:
Reply directly to the email containing your purchase details.
Open a support ticket through our customer support channels.
Send an email to [email protected] describing the issue.
Information That Helps Us Investigate Faster
To locate your transaction as quickly as possible, please provide as much information as you can, including:
Transaction ID (sent by email or SMS).
Name of the APOP where the purchase was made.
Approximate date and time of the transaction.
Time zone (if applicable).
Detailed description of the issue.
Please note that Intuitivo processes thousands of transactions every hour across multiple locations. The more information you provide, the faster we can locate your transaction and resolve your inquiry.
What Happens If My Payment Could Not Be Processed?
If the purchase was completed but the payment could not be processed due to insufficient funds or a payment rejection from your financial institution, the transaction will be recorded as an outstanding balance.
While an outstanding balance exists, you will not be able to start new purchases at our APOPs.
How Can I Pay an Outstanding Balance?
You can settle an outstanding balance in any of the following ways:
By scanning the QR code of any participating APOP.
By using the same payment card at APOP locations equipped with card readers.
By accessing the payment link included in the email notifying you that your purchase could not be processed.
Once the payment is successfully completed, you will be able to use Intuitivo APOPs normally again.
Important
If we identify a billing error during our review, our team will take the necessary steps to correct the issue and ensure it is resolved appropriately.