If you're unable to resolve a transaction issue with the merchant, you can file a dispute with us. Download the Dispute Form, fill it out, and send it to us within 60 days of the disputed transaction.
resolve a transaction
To dispute a card transaction, first try to resolve it with the merchant. If unsuccessful, download and fill out the Dispute Form for your card.
Sign and send the completed form to us via email for a faster resolution. Email responses will connect your documents to your case. If you don't have an email, you can mail or fax the form.
Send us your form and all supporting documents promptly. It must be received within 60 days of the disputed transaction. For queries, use the contact number on your card's back.
Click on the button below to download a Cardholder Dispute Form.
We've provided common dispute reasons and definitions below for your ease.
Your card was charged twice for the same transaction.
Charges on your card that you or any authorized user do not recognize. Note: Businesses may use their corporate name/address, which can differ from their public name/address.
You didn't receive a credit for merchandise/service. You may need to provide a credit slip or proof of return. Note: A merchant has 30 days from the return date to post a credit to your card.
You cancelled a reservation, transaction, or recurring transaction but your card was charged. No credits have been applied. Note: A cancelled recurring transaction can only be disputed if it posted to your card after the cancellation date.
You ordered a service or merchandise that was never rendered/delivered, but your card was charged.
You ordered a service or merchandise for a specific time/date and it was delivered after that time/date, which was too late for its intended purpose.
You are dissatisfied with the quality of the service or merchandise received. Note: You may need to provide supporting documentation regarding the quality issue.
You used your Prepaid Card as a guarantee, used another payment method, but your Prepaid Card was charged. Note: You may need to provide supporting documentation of the other payment.
Charges on your card that you or any authorized user did not authorize. Note: Businesses may use their corporate name/address, which can differ from their public name/address.
The charge on your card is higher than the amount on your sales receipt. Note: For disputes related to foreign currency conversion, please choose the “Other” dispute type.
For all other dispute types.
If you need further assistance with your dispute, don't hesitate to contact us. We're here to help you resolve your transaction issues.