You must always contact the merchant first to try to resolve the issue(s) directly with them. If you are unable to resolve directly then you may be able to raise a chargeback. You will need to provide evidence depending on the dispute you have raised:
Good or services not received
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Invoice, receipt or confirmation of goods or service;
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Contact with (or attempts to contact) the Merchant; and
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30 days has elapsed
Misrepresentation
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A description of the item or service bought vs the item or service delivered;
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Contact with (or attempts to contact) the Merchant; and
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Any proof of advertisement or evidence to support that the agreed item or service you bought was misrepresented.
Recurring transactions
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Where you’ve only asked the Merchant to stop taking further payments – the day when you asked them
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Where you previously asked us to cancel the recurring payment authority – nothing else needed as we’ll be able to see if you have requested a stop with us.
Overcharged
Duplicate transaction – No further evidence required as we can view our system to see this is a duplicate transaction
Paid by other means
I have not received my refund
Faulty goods
Please be aware that some of these cases may need an independent report. If we need this, we will discuss this with you.