If you notice a transaction that you do not recognize or believe there is an issue with it, you can submit a dispute request so it can be reviewed.
How to submit a dispute request
Select the transaction from your wallet Activity.
Tap “Having an issue?”.
-
Describe the reason for the dispute and provide as much information as possible.
The reasons you may dispute a transaction are the following:
- I did not make or authorize another person to make the transaction
- I only made one transaction with this merchant
- I paid for the transaction using another payment method
- The refund is not showing in my card account and more than 5 business days have passed since the transaction was cancelled
- The transaction relates to a recurring payment that was requested to be cancelled
- The transaction relates to the purchase of goods (items were not received, were defective, or were different from what was ordered)
- The transaction relates to services
- The transaction relates to a hotel booking
- Other dispute reasons
The more detailed your description is, the faster and more effectively your request can be reviewed.
Reasons for dispute and required supporting documents
1. I did not make or authorize this transaction
If you did not make the transaction and did not authorize another person to do so, certain security details will need to be verified.
What you will be asked for:
- Confirmation that your card was in your possession during the relevant period
- Confirmation that you did not share your personal codes or security credentials
- Cancellation of your card to prevent further unauthorized charges
2. I only made one transaction with this merchant
If multiple charges from the same merchant appear, we will need to identify which transaction is valid and which ones are not.
What you will be asked for:
- Description of the transaction you completed legitimately
- Details of the additional charges that appear
3. I paid for the transaction using another payment method
If the payment was completed using a different payment method, supporting confirmation will be required.
What you will be asked for:
- Proof of payment (e.g. cash receipt, another card, or bank transfer)
4. The refund is not showing in my account
If a transaction has been cancelled but the refund has not appeared after 5 business days, we can investigate it.
What you will be asked for:
- Confirmation from the merchant that the refund has been processed
- Any relevant supporting documentation
5. The transaction relates to a recurring payment that was requested to be cancelled
If the transaction concerns a subscription or recurring payment that you had already requested to stop, we will need some additional information.
What you will be asked for:
- The date you submitted the cancellation request
- Communication or confirmation from the merchant regarding the cancellation
We recommend contacting the subscription provider first to confirm that the cancellation has been completed.
6. The transaction relates to the purchase of goods
This applies to cases where:
- the product was not delivered,
- the product was defective,
- or the product was different from what was ordered.
What you will be asked for:
- Description of the product and the order
- Clarification on whether:
- you did not receive the product and the expected delivery date, or
- the product was received but was defective or different
- Description of the condition of the product upon delivery (if applicable)
- Proof of product return, if a return has been made
- Any communication with the merchant regarding the resolution of the issue
7. The transaction relates to services
If the transaction concerns a service that was not provided or was not completed as agreed, we will need more information.
What you will be asked for:
- Description of the service
- Clarification on whether the service:
- was not provided,
- was cancelled,
- or was not delivered as agreed
- Any communication with the merchant
8. The transaction relates to a hotel booking
For hotel booking disputes, specific information regarding the reservation and cancellation is required.
What you will be asked for:
- Booking dates
- Cancellation date
- Cancellation number (if available)
- Proof of cancellation, such as an email or voucher
9. Other dispute reasons
If your case does not fall under any of the categories above, you can provide a detailed description of what happened.
What you will be asked for:
- A detailed description of the issue
- Relevant supporting documents or evidence, depending on the case
Important information
- A transaction dispute can be submitted within 120 days from the transaction date.
- The process can only begin once the transaction has been completed (settled). If the transaction is still pending, you will need to wait until it is completed.
- If a refund has already been processed by the merchant, the credit usually appears within 5 business days.
Before submitting a request
Where possible, we recommend contacting the merchant directly first. In many cases, the issue can be resolved more quickly through a cancellation or refund directly from the merchant.
If the transaction was made through services such as PayPal or Curve, it is recommended that you contact them first.
What happens next
Once you submit your request and provide the required supporting documents, we will review the transaction and keep you informed about the progress of the process.