Disputing a transaction

The process to raise a dispute depends on the type of transaction:

• For a payment made using a debit or credit card – see How do I raise a card transaction dispute?
• For a payment made using BPAY^® or a bank transfer from your Macquarie Bank account – see How can I recall a payment?
• For a direct debit from your Macquarie Bank account – see How do I dispute a direct debit?

1. We suggest you contact the merchant directly. Most disputes can be resolved with the merchant directly without having to lodge a claim. For some disputes, you’ll need to contact the merchant and attempt to resolve the disputed transaction with them prior to lodging a dispute case with us. If this isn’t done, it may create delays in being able to process your dispute.
2. Check the details of the transaction(s):
   • Was the transaction made by another cardholder?
   • Is the merchant name different from the trading name? Try contacting the merchant or searching the merchant name online.
   • Is the transaction date different due to a processing delay? You may not be able to seek a chargeback for disputes where:
     • transactions are still 'Pending'
     • you’ve simply changed your mind
     • you disputed the transaction over 120 days from the last expected date of receipt of the goods/services  
     • transactions are older than 540 days.

3. If you’re submitting an email form to dispute an unrecognised or unauthorised transaction (i.e. not disputing through Macquarie Online Banking or the Macquarie Mobile Banking app), ensure you’ve contacted us via chat or called 02 8550 5666 (+61 2 8550 5666 if calling from overseas) so we can help keep your account secure. We will:
   • block future online transactions 
   • assist you with replacing your card (If you haven't requested already). If you have any recurring payment arrangements and/or direct debits, please ensure you update these with your new card details.

If you don't contact us as above, you may be liable for future transactions on the card.

4. If you've completed these steps and still want to raise a dispute, see How do I raise a card transaction dispute?

Please ensure you’re eligible for a dispute prior to raising one.

The simplest way to raise a card transaction dispute is via Macquarie Online Banking or the Macquarie Mobile Banking app:

1. Log in and select your account
2. Select the relevant transaction you’d like to dispute
3. Select Report a Problem. 

Alternatively, if you can’t raise a dispute through Macquarie Online Banking or the Macquarie Mobile Banking app, you’ll need to complete the relevant form below and return it to us via the details shown on the form. Depending on the situation, the process to raise a dispute may differ slightly. Refer to the table to determine which form applies to you.

Day 1: Raise a dispute through Macquarie Online Banking or the Macquarie Mobile Banking app, or send us the relevant dispute form along with all necessary information and documentation so we can promptly start the investigation.

Day 2-14: We’ll investigate your dispute once the transaction is fully processed (i.e. no longer ‘Pending’) and lodge a chargeback if the criteria are met. We may need to ask you for additional information to support your dispute. We’ll notify you once a chargeback has been lodged, and again on the outcome of the chargeback.

Day 5-45: The merchant/merchant's bank has up to 30-45 days to respond once we lodge your dispute. During this time you won’t hear from us until we have an update or outcome for you.

Day 45+: If the merchant rejects our chargeback, we may contact you to review their documentation. If you disagree and wish to proceed with the dispute, you’ll need to respond within 14 days with additional information. If we don't hear from you, we’ll close the dispute case. If we need to lodge a second chargeback, the merchant’s bank has a further 30 days to respond.

Ensure your email is up to date before submitting a dispute and we’ll inform you of the investigation outcome. Contact us via chat or call 02 8550 5666 (+61 2 8550 5666 if calling from overseas) with your dispute case number.

A chargeback is a reversal of a card transaction, initiated by the cardholder's issuing bank. It occurs when a customer disputes a transaction and requests their bank to reverse the charge.

In some cases, we may provide you with a conditional credit. This is a temporary credit that ensures your account balance isn’t affected during the dispute investigation.

This conditional credit will be equal to the amount of the transaction(s) being disputed. You’ll see this credit on your statement or in your online transaction history.

If the dispute was resolved in your favour, credit(s) to your account may appear as a mix of different payments or adjustments:

• If we already gave you a conditional credit:
  • That money is now yours to keep. You don’t need to do anything.
  • If you also received a refund directly from the merchant for the successfully disputed amount, we’ll reverse any conditional credit we previously gave you, to avoid duplicated payments.
• If you have not received a conditional credit yet (or if a conditional credit was removed):
  • We’ll deposit the successfully disputed amount into your account. It may appear as one or more credits with descriptions such as "dispute resolution" or "conditional credit".

If your dispute was unsuccessful, any conditional credit we provided will be reversed. Please ensure you have sufficient funds in your account to cover this reversal.

We’ll work quickly with you, the merchant and the merchant’s bank to resolve your dispute. Once an initial chargeback is lodged, we’ll provide updates to you. In some cases resolving a dispute may take up to 45 days, and in exceptional circumstances we’ll tell you if it will take longer.

If transactions are still pending, we can’t start the dispute process until they clear and this may extend the review timeframe.

You should report disputed card transactions to us promptly. For some disputes, you may have up to 120 days from the date the transaction was made or processed to raise a dispute, however timeframes may vary depending on the dispute reason. Delays in reporting a transaction to us, or providing insufficient information, may result in losing the right to seek a chargeback and receiving a refund.

For credit card transactions, the disputed transaction: 

• won’t be part of minimum monthly payment calculations, and 
• won’t incur interest while it’s being investigated. 

If the dispute is resolved in your favour, the transaction won’t be charged to your account. You may see a credit applied to your account prior to when payments are due. If you’ve set up a direct debit to pay off the balance owing on your credit card account, the disputed amount won’t be part of the direct debit payment amount. 

If your dispute is unsuccessful, you’ll need to pay the disputed amount, and interest will be charged in accordance with your Conditions of Use.

If you’d like to withdraw your card transaction dispute after we’ve lodged a chargeback, please reply to your last email regarding your dispute.

• For transaction and offset account requests, email transact@macquarie.com
• For credit card requests, email macquariecards@macquarie.com

If you want to dispute a direct debit setup via a bank account you don’t recognise, or that has been debited without your authority, please contact us via chat. We’ll need the following details to investigate and raise a claim with the merchant’s bank:

• Payment amount
• Date the funds were debited
• Account number funds have been debited from 
• Reason for the claim.

Please note, direct debit claims may take between 5 to 30 days depending on the transaction(s) to be disputed.