This guide is for debit cardholders to understand the transaction dispute process. It includes best practices for evaluating whether a transaction has chargeback rights and if the customer has made every attempt to resolve the issue with the merchant, if applicable.
Chargebacks are a consumer protection tool that allows consumers to get their money back for fraudulent charges or purchases that don’t meet standards by submitting a dispute with their card issuer. The Cardholder Terms & Conditions govern if any guidance in this article is inconsistent or in conflict.
Reporting your card as stolen or lost
If you believe your card has been lost or stolen or an unauthorized transaction has been made using the information from your card without your permission, contact Customer Support IMMEDIATELY. We will verify your identity before discussing the details of your account. We may be unable to assist you if you do not contact us as soon as possible.
Please Note: Locking the card is mandatory if the card is believed to be lost or stolen. We do this to protect your account.
Disputing unauthorized transactions
If you notice a transaction on your debit card that looks unfamiliar or run into issues with a recent order, you may want to dispute the transaction. Generally, you’ll have two steps required to dispute a transaction:
The first step in the dispute process should be to go directly to the merchant and request a refund. This may require you to bring the item back to the store with a copy of your receipt, or you may be able to contact customer support and get a refund online.
Support review
If the merchant cannot resolve and refund your issue, the second step is to contact Customer Support via email, phone, or chat to file a chargeback request with the card processor for consideration. Please note that transactions must have occurred within a window specified by the card processor, making it important for you to reach out as soon as possible.
Customer Support will provide additional transaction details to see if that helps you recognize the charge. Customer Support can provide you with the type of merchant or how the purchase was completed (phone, online, terminal). They will also verify:
Any family members or authorized users who may have used the card to make a purchase;
Whether the purchase was made using a virtual or physical card;
Whether you have possession of the card; and
Whether the merchant has issued a refund.
If you need to dispute the transaction, Customer Support will ask you to complete a dispute form to facilitate the chargeback request. When submitting the form, please include any relevant documentation of discrepancies, errors, missing information, and the reason for the dispute.
Processor review
When the case is submitted, the card processor will review the details. Generally, once a dispute notice is sent, the complaining party must give the other party (e.g., the store) a reasonable opportunity to resolve the dispute.
Once Customer Support receives the resolution from the card processor, It will contact you with the resolution as soon as possible. If you need more information on the resolution, please refer to your cardholder agreement.