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
Timeline: Disputes can take up to 90 days from the initiation date to reach a resolution.
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.
Review Time: Please allow 24–48 business hours for your dispute request to be reviewed and raised.
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.