Before you raise a dispute
If you're thinking about raising a dispute, learn what to do first, how the dispute process works, and what to expect once a dispute has been lodged.
Understand what can’t be disputed
There are some types of transactions that can't be disputed, for example if:
- It's still pending or the money hasn't left your account yet.
- It's been more than 60 days since you made the purchase.
- You've decided you no longer want the goods or services and it's outside of the merchant’s return or cancellation policy.
- You cancelled a non-refundable booking or tickets.
- You've accepted a voucher from the company.
- A friend or family member has used your card to make the purchase.
- The purchase was made in New Zealand via a domestic eftpos transaction where you selected ‘cheque’ or ‘savings’.
- The payment was made directly from your account to the company's account using the mobile app or internet banking – you may, however, be covered by our internet banking guarantee.
- You’re unhappy with a service you’ve already used — such as accommodation, dining or entertainment — Visa does not allow a dispute once a service has been consumed.
Pending transactions
A pending transaction can’t be disputed or reversed because the payment hasn’t finished processing.
You can see these transactions in the mobile app or internet banking. These usually appear if you've just made a purchase or signed up for something.
If you don’t recognise the purchase or the company, once the payment has been debited, you can dispute the transaction.
Trials & sign-ups
If you've supplied your card details to sign up for a trial or subscription, it's unlikely you'll be able to dispute it.
You may be able to in limited circumstances, such as when you:
- Believe you haven't signed up to a trial or a subscription.
- Have cancelled your trial or subscription but have continued to be charged.
- Have dated written evidence of your cancellation attempt.
New Zealand Customs is holding your item
If your order is coming from overseas and New Zealand Customs is holding your item, the delay is outside the merchant’s control. Visa may treat the delivery as fulfilled once it’s in New Zealand, which can affect whether you can dispute it as ‘not received’.
Check before you buy online
We’ve seen a rise in issues with boutique-style online stores that look local but are actually overseas-based. Sometimes what you order isn’t quite what arrives — or doesn’t arrive at all.
- Check the store’s contact details — is it really based in New Zealand?
- Read reviews from other buyers — especially on independent sites.
- Look for clear refund and return policies.
- Be cautious with deals that seem too good to be true.
If something feels off, step back and double-check before you pay.
Kiwibank’s terms and conditions apply. See all credit cards terms and conditions.