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Transaction Disputes

Below is an overview of how our transaction dispute process works for the Perpay Credit Card and what you can expect.

Updated over a week ago

Before Filing a Dispute

We recommend contacting the merchant directly before filing a dispute. In many cases, merchants can resolve issues more quickly (such as processing refunds or correcting billing errors).


Pending Transactions

  • We cannot raise disputes for transactions that are still pending.

  • If you see a suspicious pending transaction, you can request a temporary freeze on your card.

  • Once the transaction has been posted (settled), we can initiate the dispute and, if needed, replace your card.


Unauthorized Transactions

If you are disputing an unauthorized transaction:

  • Your card will be replaced for security purposes.

  • A new card will arrive within 5–15 business days.

  • Your old card will be deactivated once the replacement is issued.


The Dispute Process

  1. Timeline: Disputes can take up to 90 days from the initiation date to reach a resolution.

  2. Provisional Credit:

    • Once your dispute is initiated, a provisional credit for the disputed amount will be applied to your account.

    • This credit will not be available to spend or accrue interest while under review.

    • If the dispute is resolved in your favor, the provisional credit becomes permanent and spendable.

    • If the merchant wins the dispute, the provisional credit will be removed, and the disputed amount will be added back to your balance.

  3. Review Time: Please allow 24–48 business hours for your dispute request to be reviewed and raised.

  4. Communication:

    • All communication will be handled via email.

    • You will receive a confirmation email once the dispute has been raised.

    • If our disputes team needs additional information, they will reach out to you using the email address on file.

    • A final decision email will be sent once the dispute is resolved.

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