If your transaction was declined by the merchant (in-store or online), but it shows as successful in your app, it could be due to an issue with their card machine or payment provider. In most cases, the money will be automatically refunded within 7 days.

If you believe that a merchant has charged you incorrectly or failed to refund you as expected, you can dispute the transaction by raising a 'chargeback'.

Before we can help you challenge a transaction, you need to send a message to the merchant asking for a refund and keep a record of your communication. This will give us the best chance of getting your money back.

If the merchant's response is not good enough, or it has been more than 14 days since you sent the first message, please raise a ticket with Customer Support so we can investigate and raise a dispute to get your funds back.

Please note that depending on how strong your evidence is, we may not be able to credit you right away. The disputes process can take up to 3 months to resolve.

If you have been a victim of fraud, do not wait 14 days. Please raise a ticket with Customer Support right away.