A transaction dispute can occur for several reasons, such as missing goods or services, incorrect billing, or unauthorized payments.
Important!
Many merchants may offer refunds under their terms and conditions, often within the first 30 days of the transaction. We recommend contacting their support team to see if a refund is possible.
What if a refund isn’t available?
If a refund cannot be processed, we can assist you in opening a dispute. Simply reach out to us via the live chat on our website and create a ticket.
What information do I need to provide?
To initiate a dispute, please share the following details with our team:
Merchant name
Transaction date
Last four digits of the card
Transaction amount and currency
Important information and supporting evidence required for each dispute reason
Dispute resolution is a process guided by specific network policies. These policies outline the reasons for disputes and the corresponding requirements. Participants must strictly adhere to these policies when raising disputes. Insufficient information or evidence may hinder the ability to raise a dispute.
Dispute Reason | Necessary information required | Supporting evidence required |
Suspected fraud / unauthorised / unrecognised transaction | - | Not mandatory, better to provide the description of this dispute |
Merchandise/Services Not Received | Detailed description of what was purchased | - |
Provide an explanation of the dispute | - |
|
What was the last expected receipt date? | Proof of the last expected receipt date, such as the conversation with the merchant or terms and conditions from the merchant. |
|
Not as Described | Provide details of what was ordered and not as described | A transaction receipt or alternative proof from the time of purchase where the merchant precisely described the merchandise |
Date merchandise or service was received | - |
|
If services: | Screenshot of the cancellation |
|
If merchandise:
| Tracking number of the returned method. |
|
Damaged/Defective Merchandise | What was ordered, and how was it damaged or defective? | - |
Date merchandise was received | - |
|
1. Returned date
| Tracking number of the returned method. |
|
Cancelled Merchandise/Services | What's the cancellation date and reason | - |
If you already received the merchandise, you must return the merchandise before raising the dispute and provide the following information:
| Tracking number of the returned method. |
|
If services, type of service: |
|
|
Cancelled Recurring Transaction | What's the Date when the cardholder withdrew permission to charge the Payment Credential or The date the Merchant was notified that the account was closed | Details used to contact the Merchant, such as an email address, telephone number, or physical address |
Credit Not Processed | Date of credit voucher, transaction receipt or refund acknowledgement. | The voucher/receipt/acknowledgement |
Duplicate Processing | - | - |
Paid by Other Means | If both transactions are not for the same merchant or on the same card, describe what kind of payment was used | Proof of payment by other means |
Other | Please describe the background information and why you would like to file a dispute | - |
How long does it take?
The dispute resolution process by the network typically takes up to 90 days.
Read more about the dispute process.