There are a few reasons why you may want to dispute a transaction;
You've found unrecognized transactions on your card
You've paid for goods or services that you haven't delivered or received
If you've found unrecognized transactions on your account :
Step 1 : Investigate the transactions
Once your card has been blocked, proceed to check for a few things to see if the transactions were fraudulent:
1. Ask your team - Confirm with your team and multi-users to confirm who made a transaction.
2. Research the business - find out if the business is trading under a different name. You can check Companies house search (for UK)
If you find that the transactions were authorized, you can unblock your card easily in the same way you blocked it.
Step 2: Raise a transaction dispute with our support team
Our Card transaction dispute form can be found here.
If you can't figure out who made the transactions, the next step is to raise a dispute.
Use this form to raise your dispute and our compliance team will get back to you within 45 working days.
If you've paid for goods or services that you haven't received.
Proceed directly to raise a transaction dispute. Use this form to raise your dispute, and our Compliance team will get back to you within 45 working days.
Things to know before you raise a transaction dispute
We will do our best to recover your payments, however, in some circumstances, we will not be able to recover your funds. These include but are not limited to:
- Refunds or exchanges
- Membership or subscription questions
- Issues with defective or unsatisfactory products or services
For any transaction you wish to dispute, we strongly advise you to contact the business in order to resolve the issue first.
These issues may be resolved with the business directly:
- Duplicate charges
- Cancelled a subscription but was still charged
- Didn't receive the product
Do note that most card disputes must be lodged within 90 days of the transaction.