Before a dispute
What to know before you raise a dispute
It’s easy to buy goods or services online, but sometimes orders don’t arrive or aren’t what you expected.
Take a moment to check what can’t be disputed on our disputing a Visa debit or credit card transaction page.
You'll need to raise a dispute within 60 days of the transaction date.
Contact the merchant
Visa rules require us to show that you’ve tried to resolve the issue with the merchant — the business you bought from — before a dispute can be raised. In many cases, the issue can be sorted by contacting them directly.
Email the merchant and keep written proof, as this helps if you need to follow up or raise a dispute.
Allow 10 days for the merchant to reply or resolve the issue.
When you may be able to raise a dispute
Your order hasn't arrived
Give the merchant 30 days from the transaction date to deliver your order or resolve the issue. If you’ve followed up with them, allow 10 days for a response. If it still hasn’t been sorted after this, you can raise a dispute.
An event or service was cancelled
For cancelled events such as concerts, shows, sports events, flights or accommodation bookings give 15 days from the cancellation date for the merchant to process a refund. You may need to provide evidence of the cancellation completed in accordance with the merchants terms and conditions for us to assess your dispute rights.
Goods or services weren’t as described
When you raise a dispute, we’ll need information to help us understand what you expected to receive and what you actually got such as I ordered a t-shirt and received sunglasses.
You've been charged more than once
If you notice duplicate or multiple charges for the same purchase, check your receipt and contact the merchant first. Allow time for any pending transactions to clear. If the issue hasn’t been resolved, you can raise a dispute.
Cancellation of subscription charges
If you didn't sign up to the trial or subscription, or if you cancelled it before the renewal date and were still charged.
In these cases, you’ll need dated written evidence showing when and how you attempted to cancel.
Waiting for a refund for returned goods
Give the merchant 15 days to process a refund for returned goods or services, If the merchant has confirmed a refund but it still hasn’t appeared after this time, you can raise a dispute.
The merchant has confirmed a refund
If you’ve been told you’ll receive a full or partial refund and it hasn’t appeared in your account, give the merchant 15 days for the refund to be processed. Some merchants may need extra time.
Keep any written confirmation or communication from the merchant, as you may need it if you raise a dispute.
The merchant is in liquidation
Raise a dispute with us if the merchant is in liquidation.
If you suspect you’ve been scammed
If you think the transaction may be a scam, is fraudulent or you were misled into making the payment, you can find guidance on our been scammed page.
Raise a dispute
Dispute a Visa card transaction
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Check the transaction
- Log in to the mobile app or internet banking.
- Confirm the transaction is not pending and has been debited from your account.
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Contact the merchant
- Email the merchant — the business or company that charged your card.
- Give them 10 days to respond or resolve the issue.
- Keep all written communication, as you may need it if you raise a dispute.
- Contact us if the merchant is in liquidation or you're unable to resolve the issue.
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Gather the documentation & contact us
Before raising a dispute, you’ll need to show that you’ve tried to resolve the issue with the merchant. This may include emails, screenshots, invoices, or other written confirmation or communication.
- Send us a secure message in the mobile app or internet banking with ‘dispute enquiry’ as the subject line. Include:
- the merchant name, transaction date, and amount
- a brief explanation of why you’re disputing the transaction
- details of how and when you contacted the merchant.
- You don’t need to send supporting documents at this stage. After an initial review, we’ll email you with instructions on how to provide them.
- If you’re unable to send a secure message, call us and we’ll help you from there.
- Send us a secure message in the mobile app or internet banking with ‘dispute enquiry’ as the subject line. Include:
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We'll be in touch
- Continue to make your credit card payments as usual to avoid late fees or interest.
- We’ll review your request.
- If eligible we'll lodge your claim with Visa within 14 days; processing times may take longer during busy periods.
In some circumstances, fees may apply.
Dispute process
What happens after you raise a dispute
Once you’ve submitted a dispute, we aim to lodge it with Visa within 14 days of hearing from you. Each dispute is assessed individually, so the process may take longer during busy periods. In some circumstances, fees may apply.
Continue to pay your credit card as usual while your dispute is in progress to avoid late fees or interest.
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Build a case
We can begin the dispute process once the transaction has fully debited your card or account.
To help build your case we may ask for supporting documents such as emails, screenshots, contracts, invoices or any communication you’ve had with the merchant.
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Contact the merchant
Once we have what we need from you, we’ll submit the dispute to the merchant. This allows us to contest the charge and gives them the opportunity to provide a refund or explain the charge.
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Outcome of your dispute
If your dispute is successful and the merchant can’t prove the charge is valid, you’ll receive a refund.
If the merchant is able to show the transaction is valid, or the dispute doesn’t meet Visa’s rules, we’ll let you know the outcome.