There may be occasions when you'll need to raise a card dispute for a transaction. A dispute can happen for many reasons (e.g. unrecognised transactions, or merchandise and/or services not delivered).
It's recommended to always discuss any issues directly with the merchant. If the issue is not resolved, a dispute should be raised.
Note:
Disputes can only able to be raised up to 110 days after the transaction has been cleared.
The dispute process is identical for UK and EU transactions.
If a currency-converted (foreign exchange) payment is disputed or refunded, the cardholder is always refunded the exact amount they paid and in the currency they paid in, regardless of any rate fluctuations.
Reasons for a dispute
Dispute reasons fall into several categories that help explain why a cardholder is contesting a transaction. Common dispute reasons include:
Cancelled - when a cardholder cancelled or returned merchandise or services, but the business did not process a credit or void the transaction receipt.
Duplicate - refers to processing errors (e.g. duplicate transactions or incorrect amounts).
Fraudulent - when the cardholder's details were compromised, and the transaction wasn't authorised by them.
Merchandise Not as Described - when the cardholder received the merchandise, but it didn't match what was advertised or was defective.
No Valid Authorisation - when a business processes a transaction without a valid authorisation.
Not Received - when the cardholder didn't receive the merchandise or service they paid for.
Service Not as Described - when the cardholder received the service, but it didn't meet the described terms (similar to merchandise disputes).
Other - when disputes don't fit into other categories, or are filed without another specific reason.
Note: Each dispute reason may require different types of evidence to successfully dispute the claim.
If a dispute needs to be raised, see our Raise a dispute Help Article.