Before we can look into a dispute request for you, just check whether you can say yes to the following as we'll ask you for evidence to speed up the process:
Have you contacted the merchant and allowed them 14 working days to assist with a resolution?
If you're wanting to dispute goods or services not provided, has it been more than 30 working days since the incident?
Do you have email/chat communication of this? All evidence must be in writing
Was the transaction made less than 120 days ago?
If so, great. This is what you can expect from us:
We’ll review your dispute request within 5 working days
Start a chat with us and attach all the evidence to support your dispute request. We'll get back to you within 5 working days although it's usually much sooner. If we need more information from you, we'll let you know.
If the evidence looks good, we'll kick off the chargeback process
We'll start the process by contacting the merchant through Mastercard and providing them with all the evidence you shared with us.
As part of this process, we'll credit your account a temporary refund of the disputed amount.
Just so you're aware, it can take up to 12 weeks, sometimes longer, to receive a response from Mastercard. Unfortunately, we don't have the ability to fast-track this.
We’ll let you know the outcome
If your dispute is successful, we'll reach out to you in your app and let you know! The temporary refund that was credited to your account will remain in place.
However, if Mastercard rules in favour of the merchant, we'll debit the temporary refund and provide you with evidence explaining why your chargeback was unsuccessful.
❗ Disputing a transaction doesn't mean you'll always win, even with supporting evidence. These decisions are final and can't be overturned.