Chargebacks: How Disputes Work

If you notice an incorrect or unauthorized transaction on your card, you may be eligible to raise a chargeback (also known as a dispute). Chargebacks allow you to challenge a transaction and request a refund from the merchant through the payment network.

Types of Chargebacks

There are two main types of disputes:

1. Fraud Disputes: Used when a transaction was made without your authorization (e.g., card details were stolen or used fraudulently).
2. Non-Fraud Disputes: Used when you have a disagreement with the merchant (e.g., you were charged incorrectly, didn’t receive the product/service, or received a defective item), or ATM withdrawal issues (e.g incorrect amount dispensed, no cash received).

How to File a Chargeback

To start a dispute, you must submit supporting documents using the support chat. The required documents depend on the dispute type:

• Fraud disputes: A signed statement confirming the transaction was unauthorized.
• Non-fraud disputes: Proof of your claim (e.g., receipts, order confirmations, merchant communication).

Chargeback Process & Timeframes

1. Submission: Once you provide the required documents in the support chat, we submit the dispute to the payment network.
2. Review & Investigation: The process typically takes 45 to 90 days, depending on the complexity and merchant response.
3. Outcome: There are two possible results:
   • Successful Chargeback – Funds are credited back to your balance.
   • Rejected Dispute – If the merchant provides valid proof against your claim, the chargeback may be denied.

Important Notes

• Chargebacks are not guaranteed and depend on the payment network’s final decision.
• Merchants may challenge the dispute, which could extend processing times.
• You can only dispute transactions that were made within the last 100 days.
• Ensure that you first attempt to resolve the issue directly with the merchant before raising a chargeback (applies only to non-fraud disputes).

By understanding the chargeback process, you can take the right steps to dispute transactions effectively and increase the chances of a successful resolution.