Day 1: If the transaction(s) meet current dispute criteria, complete and send the dispute form along with all necessary information and documentation to us promptly to start the investigation.
Day 2-5: The disputed transaction(s) will still appear on your statement.
For credit card transactions, they will not be part of the minimum monthly payment calculations or incur interest while it’s being investigated. If the dispute is settled 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 have set up a direct debit to pay off the balance owing on your account, the disputed amount will not be part of the direct debit payment amount. If the dispute isn’t settled in your favour, you’ll need to pay the disputed amount and interest will be charged in accordance with your Conditions of Use
Day 5-45: We will investigate and will lodge a chargeback if criterion is met. The merchant/merchant's bank has up to 30-45 days to respond. We will notify you once a chargeback has been lodged and on resolution/ outcome.
Day 45-60: 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 will close the dispute case.
Up to day 90: The merchant’s bank has 30-45 days to respond to our chargeback. Ensure your email is up to date before submitting the form. We will inform you of the investigation outcome. Contact us via live chat or call 02 8550 5666 with your dispute case number.