If there’s a problem with something you bought on your credit card and the transaction is showing twice, you might want to dispute the transaction to claim back what you paid, this is known as a chargeback.
Chargeback and how it all works
If something goes wrong with your purchase, we might be able to get the money back for you from the company. This is known as a chargeback. There are no guarantees on the outcome but we’ll follow the process with rules set by Visa.
There are lots of reasons you might be able to get a chargeback, like:
- if you bought something and didn’t receive it
- if you bought something that turned out to be faulty, fake or broken (you may need to return what you bought for us to help)
- if you’re charged the wrong amount or charged twice by mistake
- if you’re charged after cancelling a subscription
It’s best to let us know as soon as you spot a problem with your purchase and / or transaction. We can then start a claim when the transaction shows on your account.
Usually, you’ll need to ask for a chargeback within 120 days of the transaction or when you were due to receive what you bought. If you raise it after that, we may not be able to help. Also, you can’t make a chargeback claim if you’ve already had a refund from the company.
To make a claim keep anything related to your purchase handy when you raise a dispute, including:
- the company’s name
- the date you paid and how you paid it – for example, in store, over the phone or online with your card (or even through a payment service like PayPal or Klarna)
- a detailed description of the goods or services you bought and when you should get them
- the receipt or invoice
- details of what went wrong
- proof you returned the goods
- any communication you’ve had with the company about the problem
If you’re struggling to get any of this information, please let us know. We might ask for more details once you’ve made your claim. To make sure we can review your dispute, it’s best to share any information you have as soon as you can.
Before you start the claim, try to sort the problem with the company first. If you can email them, this will give you a record of your discussions should you need to refer to them later. If you don’t get anywhere with them, let us know why you’d like to raise a claim and we’ll do our best to help.
You can raise your claim in the app, the short video below shows you how. From the home screen:
- Tap on ‘Transactions and statements’
- Tap on the transaction to see more details. From there, you can get more help and if something still doesn’t look right, you’ll be able to report an issue by tapping on the button ‘Need help with this transaction?’.
