What is a chargeback?
A chargeback lets you dispute a card transaction and request that the payment be reversed. It's a process set by card networks like Visa and Mastercard, and it applies in specific situations — for example, when a merchant charges you but never delivers, or the goods arrive damaged or not as described.
Chargebacks follow rules set by the card networks, including strict deadlines. A request raised too late, or without enough evidence, may not succeed.
What kinds of transactions can you dispute?
You can raise a dispute if:
You were charged the wrong amount
You don't recognise the transaction or didn't authorise it
You were charged more than once for the same purchase
You didn't receive the goods or services, or they arrived later than agreed
If the issue is with a merchant, contact them first. Many problems are resolved faster that way, and we'll ask for a record of that contact if you file a dispute.
How does the process work?
You submit a dispute request with supporting documents.
We review your case and, if it qualifies, raise a chargeback with the merchant.
If the merchant accepts, they return the funds to us.
We credit the refund to you.
What you'll need to provide
Transaction details: transaction ID, date, amount, and the merchant or ATM bank name
Your details: registered email, full name, and billing address
Card details: last four digits and expiry date
The reason for your dispute
Records of your attempts to resolve it with the merchant or bank
Supporting evidence, such as receipts, invoices, tracking information, or refund records
A statement or transaction history showing the transaction
A timeline of what happened, in order
A police report or affidavit, if relevant
We may ask for additional information depending on your case.
What happens after you submit?
The merchant or their bank can challenge the chargeback and submit their own evidence. Some cases then go to a further review stage called pre-arbitration.
If your case reaches pre-arbitration, we'll let you know and you can decide whether to continue. If you do:
A fee of 600 USD per transaction applies, separate from the initial chargeback fee
Additional fees may apply if the case progresses further, for example to arbitration by the card network. We'll always tell you the cost before you decide to proceed.
You may need to provide further evidence
The outcome is still not guaranteed
Things to keep in mind
No chargeback or pre-arbitration is guaranteed to succeed.
Everything you submit must be true, accurate, and complete.