Card disputes

What is a card dispute?

A 'dispute' is a process you can start if there's an issue with your transaction. The disputes process means you can ask us to try and reclaim your money if you've been incorrectly charged or had purchase issues that you couldn't resolve with the merchant.

This page covers how to raise a dispute relating to your debit card. For information on what to do for disputes on your credit card, please read this faq.

When can I dispute a debit card transaction?

If something goes wrong with a transaction, it's best to contact the merchant first. The merchants can normally solve your issue faster than we can. You can see the reasons why you might want to raise a dispute below.

If you don't recognise a transaction after searching the merchant's name, please contact us immediately.

You can dispute a debit card transaction after you’ve:

• contacted the merchant and they haven’t solved your issue. We recommend going directly to the merchant first as in most cases, they can sort the issue out faster than we can
• waited 7 days and the transaction is showing as completed
• waited 5 days since an ATM withdrawal, where some or all the money was missing
• got all the evidence ready to start a dispute – we’ll need to see proof of purchase, any communication you’ve had with the merchant and details about the payment

For things like hotels, taxis and car rentals, we recommend waiting for the transaction to complete before getting in touch. Deposits and bookings can stay in 'Pending' a little longer than other transaction types.

Can I dispute a pending transaction?

If your transaction is marked as 'Pending', we can't raise a dispute. Pending transactions normally clear after 7 days. If it's been over 7 days, and the money has left your account, then you can raise a dispute.

If a transaction is marked as 'Pending' you'll see this on your transaction details screen. Tap the transaction you want to see, and scroll down to see the payment status. This will say 'Pending', 'Complete' or 'Declined'.

If it's been over 7 days, and the money has left your account you can raise a dispute.

How can I dispute a transaction?

Once you've checked the transaction status says 'Completed' and contacted the merchant about any issues, you can raise a dispute by:

1. Selecting the completed transaction you want to dispute
2. From the transaction details screen, tap 'Something wrong?'
3. Send us a message along with proof of purchase, any communication you’ve had with the merchant, details about the payment and any other evidence you might have.

If you don’t recognise a transaction, contact us through the app immediately.

How long does it take for Chase to review my dispute claim?

At Chase, we follow the Mastercard disputes process, which can take a few months. We recommend contacting the merchant first, as they can often resolve issues faster.

After you submit a dispute, we'll review it and respond within 7-10 working days. There are 3 possible outcomes at this point:

• we may process a chargeback with Mastercard
• we may request more information or evidence from you
• we may reject your claim if it's ineligible or lacks sufficient evidence

Disputes can take a few months to wrap up due to Mastercard's rules.

What counts as a valid reason for starting a dispute?

There are a few different reasons why you might want to raise a dispute:

You haven’t received your goods or services

If you buy something and don't receive it, you can raise a debit card transaction dispute. This can be done if:

• the expected delivery date or service date has passed
• you never got a delivery date. In this case, the dispute can only be raised 30 days after the purchase was made
• the merchant cancels the purchase or advises there will be a delay, and you do not accept the delay
• the merchant cancels the service before it was due to begin

The dispute needs to be raised within 120 days from the expected delivery or service date.

You have a problem with a recurring payment

A recurring payment is when a merchant takes a regular payment from your account via your debit card. However, you can raise a debit card transaction dispute if:

• you cancelled the subscription, but the merchant took further payment(s)
• you made an initial purchase with the merchant, but they took further payments, and you didn’t agree to this

We’ll need to see evidence that you have cancelled the subscription.

The dispute needs to be raised within 120 days from the transaction date.

Your goods or services don't match their description

Sometimes goods or services don’t turn out as expected. If this happens, we recommend contacting the merchant first to resolve the issue. If they don’t offer you a refund or an alternative, then you can raise a dispute.

You'll need to show us a description of the goods you thought you were getting, and evidence of how the goods differ from this.

The dispute needs to be raised within 120 days from the expected delivery or service date.