If you see a charge you don’t recognise or that isn’t right, you can open a dispute.

Before disputing, check

  • The merchant’s billing name may differ from its trading name. Search for it online.
  • It may be a subscription you forgot to cancel.
  • It may be a family member with access to your card.
  • Instalment purchases appear month by month.

Disputing a legitimate charge creates unnecessary delays and can have consequences if repeated.

How to open a dispute

  1. Go to Activity and open the charge.
  2. Tap Dispute charge.
  3. Choose the reason:
    • I don’t recognise this purchase
    • I didn’t receive the product or service
    • The product arrived damaged or not as described
    • I was charged twice
    • I cancelled and I’m still being charged
    • The amount is incorrect
  4. Attach whatever you have: screenshots, emails with the merchant, receipts.
  5. Submit.

Time limit

You have 60 calendar days from the charge date.

What happens next

  1. Provisional credit. For fraud-related charges, we credit the amount to your account within 72 business hours while we investigate.
  2. Investigation. We contact the merchant through the card network. The merchant has a set window to respond with evidence.
  3. Resolution. Up to 120 calendar days, depending on the reason and the merchant’s response.

If the dispute is decided against you, we reverse the provisional credit. We give you 10 days’ notice.

A tip first

For non-delivery or defective product disputes, try resolving with the merchant first. It’s faster, and if it fails the conversation serves as evidence.

Tracking

Go to Profile → My claims to see the status of each dispute.