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 if the dispute is unsuccessful, the bank charges a 30 USDT fee per case. 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.