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 raise a direct debit dispute?

1. Contact the merchant directly. Most disputes can be resolved with the merchant directly without having to lodge a claim. It is a requirement by the card provider that you contact the merchant and attempt to resolve the disputed transaction with them prior to lodging any dispute case with us. If this is not done, this may create delays in being able to process your dispute.
2.  Check whether 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? We won’t be able to investigate disputes where:
   • • transactions are still 'Pending'
     • you’ve simply changed your mind
     • transactions are older than 120 days from the expected date of receipt of goods/services
     • transactions are older than 540 days. 

3. Where the transaction is unrecognised or unauthorised by you, ensure you have contacted us via chat so we can help keep your account secure. We will:
   • block future online transactions 
   • assist you with replacing your card (If you have not 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 do not 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?

To raise a card transaction dispute, you'll need to complete the relevant form 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 applies to you.

Please also ensure you’re eligible for a dispute prior to submitting the relevant form.

Day 1: If the transaction meets the dispute criteria, complete and 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 will 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 30-45 days to respond.

Ensure your email is up to date before submitting the form and we’ll inform you of the investigation outcome. Contact us via chat or call 02 8550 5666 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.

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

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

You should report disputed card transactions to us promptly. For most chargebacks, you have up to six weeks from the date of the transaction to raise a dispute. 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, or 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 the dispute isn’t resolved in your favour, you’ll need to pay the disputed amount, and interest will be charged in accordance with your Conditions of Use.

For debit card transactions, if the dispute is resolved in your favour, we’ll credit your account the disputed amount. If the dispute isn’t resolved in your favour, the charge will remain on your account.

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