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 place a temporary freeze on your card.
Once the transaction has been posted (settled), we can initiate the dispute and, if needed, replace your card.
How to Freeze or Unfreeze Your Card
If you ever misplace your card or want to temporarily prevent new transactions, you can easily freeze it from your Perpay Dashboard.
To freeze your card:
Log in to your Perpay Dashboard.
Select your Card Summary.
Locate the "Freeze Card" option.
Toggle the switch to freeze your card — you’ll see a confirmation once it’s active.
To unfreeze your card:
When you’re ready to use your card again, simply flip the toggle back to unfreeze it.
Important Notes:
Freezing your card blocks new and recurring purchases made with your physical card.
Digital wallet or virtual card transactions may still go through.
Freezing your card does not stop:
Payments
Fees
Interest
Dispute credits
Other account adjustments
Any pending transactions will still process even after your card is frozen.
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.