A commercial dispute arises when a cardholder encounters issues with a transaction involving to goods or services.
This can occur under several circumstances, such as when a cardholder has saved their card information on a merchant's website or directly initiated a payment and subsequently:
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the merchant fails to fulfill their obligations, such as not delivering the ordered items.
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the cardholder pays for a good or service that the merchant does not deliver or provide as agreed.
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the product received by the cardholder differs from the description or images on the merchant's website.
Essentially, a commercial dispute is a disagreement between the cardholder and the merchant regarding the execution of a transaction, the delivery of goods, or the provision of services, which prompts the cardholder to seek a resolution, often in the form of a refund or a replacement.
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How do I initiate the commercial dispute for a transaction?
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Find and select the transaction you wish to dispute in your account overview and click on Need help.
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Choose the option I have a problem with the payment, product, or service.
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Before proceeding, you must ensure that you have contacted the merchant. If the merchant does not resolve the issue within 7 days, please proceed with the dispute.
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Click on Dispute this transaction to initiate the commercial dispute.
Can I dispute multiple transactions from the same merchant?
Yes, if you are disputing more than one transaction from the same merchant, you can select these during the dispute process to include all relevant transactions in your claim.
What evidence do I need to provide for my dispute?
You must upload the following supporting documents:
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Proof of written correspondence with the merchant showing that you have attempted to resolve the issue in direct consultation. If the merchant does not respond within 7 days, send us proof (screenshot, photo).
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Any additional documents that support your refund claim, such as invoices, order confirmations, or descriptions of discrepancies between the ordered and the received product.
How do I describe the issue in my dispute?
Provide a clear and detailed description of what happened. Include all relevant details about the transaction, the problem with the payment, product, or service, as well as the content and outcome of any communication you have had with the merchant regarding the dispute.
What happens after I submit the commercial dispute?
Once you have submitted the dispute, our team will review your case. If the dispute is approved, you can expect a provisional refund in your account in the following weeks.
What happens if the merchant disputes my refund?
After the provisional refund has been made, the merchant can contest the refund by initiating a chargeback. If this happens, the refunded amount will be debited from your account again. We will notify you about this and may request additional information during this time to better substantiate your refund claim.
How do I find out the outcome of my commercial dispute?
You will be notified of the outcome of your commercial dispute through your account notifications. Keep an eye on your messages in your account for updates on the status of your dispute and any necessary actions.