Your first point of call and fastest resolution is to contact the merchant directly.
If, after contacting the merchant, you are unable to get a response or have your issue resolved, get in touch with us. Only then are we able to begin an investigation.
Have you been incorrectly charged?
Before raising a dispute, it may be worth checking if your order incurred any additional fees and charges. Examples of these could be taxes, card surcharges or service fees.
Exchange rate: If the transaction was done in a different currency, transaction value could be different to the one at the time of purchase.
Items not quite as described?
We suggest you contact the merchant directly and attempt to return the goods(s) or cancel the service(s) directly. If your attempt to resolve this directly with the merchant has been unsuccessful please contact our customer service team
Have not received an order?
Have you given the merchant enough time to deliver the good(s) or service(s)? If sufficient time has passed we suggest you contact the merchant directly. If your attempt to resolve this with the merchant directly has not been successful please contact our customer service team.
Expecting a refund?
Please allow sufficient time for a refund to be processed as according to the MasterCard guidelines, we are unable to commence an investigation until 15 calendar days have passed since you received confirmation of the refund from the merchant.
Have you checked if the merchant issued a refund via cheque or credit note? If 15 days have passed since you received a refund confirmation from the merchant please contact our customer service team.
ATM Cash not received?
ATM providers review their transactions to identify errors up to 5 days after the transaction has occurred. If it's been more than 5 days since the ATM transaction settled and you haven’t received a refund please contact our customer service team and we will raise a dispute.
Please note: We can only raise a dispute after 5 days have passed since the transaction settled.