If you’ve spotted an unauthorized or incorrect charge on your card, don’t worry—we’ve got you covered! Here’s a simple guide on how to dispute a transaction and what details you’ll need to provide.
What is a Dispute?
A dispute is when you challenge a transaction that seems wrong. Here are some common reasons for disputes:
Unauthorized transactions (fraud)
Duplicate charges (charged twice for the same thing)
Goods or services not received
Incorrect charges (wrong amount or product)
How to Open a Dispute
To get started, contact our support team and provide the details below, depending on your case:
Dispute Reason | Required Information | Supporting Evidence |
Duplicate Charges | Transaction dates for both charges, brief description of the purchase | Screenshots of receipts or statements showing the duplicate charge |
Goods or Services Not Received | Order details (product/service name, price), expected delivery date | Screenshots of order confirmation and merchant communication |
Incorrect Charges | Screenshot of the charge, description of the issue | Receipt or order confirmation showing the correct amount |
Fraudulent Transaction (Unauthorized) | Description of the charge, context (e.g., lost/stolen card) | Any evidence supporting the fraud claim (e.g., merchant communication, theft report) |
How Long Does It Take?
Disputes can take 30 to 90 days to resolve, depending on the case and the card network's rules. Keep in mind that the bank charges a 30 USDT fee per case regardless of the outcome. We’ll do our best, but we can’t guarantee a refund.
Quick Tips 💡
Try contacting the merchant first – It’s often the fastest way to fix the issue.
Make sure to have all the details ready before filing a dispute.
Reach out to our support team once you're ready—we’ll guide you through the process!
FAQ
Can I get a new card?
Yes! If you need a replacement, you can request one. Please keep in mind that there can be an additional charge for reissuing.