Commonly disputed transactions
There are many reasons why you might dispute a transaction, and the first thing you should do is contact the company or business that has charged your card.
You haven't received what you've paid for
It’s so easy to buy goods or services online – but what should you do when you don’t receive what you paid for?
- Get in contact with the company using email (where possible), you should give them 10 business days to respond.
- If it's coming from overseas, there's a chance that Customs will hold the item. This is outside of the control of the company.
- If an event has been cancelled e.g. concert or sporting event please contact us.
- You'll need to wait at least 30 days from the date of purchase before we can attempt to dispute the transaction.
- Keep all your emails to and from the company.
- Get in touch with us if the company you've purchased from is in liquidation and the service will not be provided.
How we process a dispute
Each dispute varies in time, however we'll aim to lodge your claim with Visa within 14 days of hearing from you. In limited circumstances, certain fees may apply.
Building a case
We can't begin the dispute process until the transaction has been debited from your card or account - it can't be pending.
We'll then assess our right to dispute the transaction based on rules and regulations provided by Visa. If your transaction falls under one of these rules, we'll request supporting documentation from you e.g. emails, screenshots and invoices between yourself and the company.
We'll then put a case forward to get the money back on your behalf, provided we met the dispute rules and regulations.
A chargeback is when you get the purchase amount returned onto your card or account when we've successfully disputed the transaction on your behalf through Visa.
If you have a chargeback case pending with us and a payment is due on your credit card, pay this as normal to avoid any late payment fees or interest charges.
If we credit you for a disputed unauthorised transaction, we may try to contact the relevant merchant to recover this amount.
If we're satisfied that the relevant transaction wasn't unauthorised, we’ll reverse the credit or get in touch with you to arrange repayment.
Get in touch with us
If you have a transaction you'd like to dispute, please get in touch with us within 60 days of the transaction, as this allows us time to process your dispute. If it's been longer than that we may not be able to dispute it. Before calling us, make sure you've read the steps above.
If you suspect that you've been scammed find out what you can do.