How do I dispute a card transaction?

Fraud or a dispute?

• You did not authorise it at all — that is fraud. Freeze the card and report it immediately, do not wait.
• You made the payment but something went wrong — goods never arrived, you were charged twice, the amount is wrong, or a cancelled subscription was billed. That is a dispute.

Before raising a dispute

Card scheme rules expect you to try the merchant first, and a documented attempt strengthens your claim. Keep the emails.

Raising it

1. Open the transaction in your card activity and choose Dispute, or raise a support ticket.
2. Tell us the transaction date, amount and merchant, and which category it falls into.
3. Attach your evidence — order confirmation, cancellation email, delivery tracking, correspondence with the merchant.

What happens next

We acknowledge the claim and, where the rules allow, may apply a temporary credit while it is investigated. Card scheme timelines usually run to 45 days and occasionally longer where the merchant contests it. We update the ticket at every stage.

Disputes have deadlines — typically 120 days from the transaction or the expected delivery date. Raise it as soon as you notice.