If you find a transaction you do not recognize or there is an issue with it, you can submit a dispute request for us to review it. To create a dispute request:
Tap on the transaction you want to dispute within your wallet's Activity.
Select "Having an issue?"
Inform us of the reason you are disputing the transaction so we can provide you with the supporting documents you will need to submit. The reasons you can dispute a transaction are as follows:
- I did not make the transaction nor authorize anyone else to make it
- I made only one transaction at the above merchant
- I have paid the transaction by a different method
- The refund does not appear on my card account and more than 5 business days have passed since the transaction was canceled
- The transaction concerns a standing order charge that was requested to be canceled
- The transaction concerns purchase of products (not received, defective, or otherwise)
- The transaction concerns provision of services
- The transaction concerns a hotel booking
- Other reasons for dispute
For the process to proceed, it is important to describe to us as thoroughly as possible what happened.
1. I did not make the transaction nor authorize anyone else to make it
If you did not make the transaction yourself and did not authorize someone else, we will need to verify some basic information for security reasons.
Specifically, you will be asked to:
- Confirm that your card was in your possession during the relevant time period
- Confirm that you have not shared your personal codes
- Proceed to cancel your card to prevent further unauthorized charges
2. I made only one transaction at the above merchant
If you see more than one charge from the same merchant, you will need to help us understand which transaction is correct and which are not.
You will be asked to:
- Describe the transaction you actually made
- Report any additional charges that appear
3. I have paid the transaction by a different method
If the transaction has been paid by another payment method, we will need to verify this.
You will be asked to:
- Provide proof of payment (e.g., receipt with cash, another card, or bank transfer)
4. The refund does not appear on my card account and more than 5 business days have passed since the transaction was canceled
If you have canceled a transaction but the refund has not appeared after 5 business days, we can check it.
You will be asked to:
- Provide confirmation from the merchant that the refund was made
- Any related proof
5. The transaction concerns a standing order charge that was requested to be canceled
If the transaction concerns a subscription you have already requested to stop, we will need some information to proceed.
You will be asked to:
- Date you submitted the cancellation request
- Contact with the merchant confirming the cancellation
In any case, it is recommended to first contact the subscription provider to confirm that the cancellation has been completed.
6. The transaction concerns purchase of products (not received, defective, or otherwise)
If there is an issue with a product you purchased, we will need to record in detail what happened.
You will be asked to:
- Describe the product and the order
- Clarify if:
- you did not receive the product (and when it was expected), or
- you received it but it was defective or different
- Describe the condition upon receipt (if applicable)
- Proof of product return (if a return was made)
- Any communication with the merchant to resolve the issue
7. The transaction concerns provision of services
If the transaction concerns a service, it is important to understand exactly what did not go as expected.
You will be asked to:
- Describe the service
- Clarify if it was not provided or if it was canceled (and why)
- Any communication with the merchant
8. The transaction concerns a hotel booking
In cases involving a hotel booking, we will need specific details about the booking and its cancellation.
You will be asked to:
- Booking dates
- Cancellation date
- Cancellation number (if any)
- Proof of cancellation (e.g., email or voucher)
9. Other reasons for dispute
If your case does not fall into any of the above categories, you can describe what happened.
You will be asked to:
- Detailed description of the case
- Relevant proofs or documents, depending on the request
Important information
A transaction dispute can be submitted within 120 days (about 4 months) from the date it was made.
The process starts after the transaction is completed (cleared). If it is still pending, you will need to wait until it is completed.
If a refund has been made by the merchant, keep in mind that the credit usually completes within 5 business days.
Before submitting a request
Try, if possible, to contact the merchant directly. This may lead to a faster resolution of your issue if the merchant agrees to cancel the transaction and refund you.
If the transaction was made via services like PayPal or Curve, it is recommended to initially contact the respective provider.
What happens next
After you submit your request and send us the necessary information, we will proceed to check the transaction and keep you informed of the progress.