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Disputing a payment

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Subscriptions FAQs

Disputing a card payment

What is a retail dispute? Close

What is a retail dispute?

On occasion payments can go wrong, this could be when purchasing goods / services, or the retailer not stopping a recurring payment you have asked to be stopped. In these situations we can help. A retail dispute - sometimes referred to as 'chargeback', is a way for us to try and recover your money in the event something goes wrong with a card payment.

Scenarios where we can help Close

Scenarios where we can help

You paid for flight tickets, but the flight was cancelled by the airline before you expected to travel.
You ordered a pair of white trainers online, but the trainers you received were red and the wrong size.
You paid for a dress, changed your mind and returned the dress, but you have not received a refund.
You tried to get cash out of a cash machine, but no cash came out of the machine and your account has been charged.
You paid the bill at a restaurant, but you've been charged twice.

Timescales Close

Timescales

Visa and MasterCard set the guidelines and timescales for the retail dispute claims. We can’t guarantee that we can get your money back, but we will do our best to help.

In most instances you have 120 days to raise the claim after payment has left your account. If you have paid for something like a holiday, timeframes may be longer.

Most retailers will want to put things right if they have made a mistake. We'll not be able to help if you have not tried to resolve things with the retailer first, and we may need to see evidence of your contact with them.

Scenarios where we can't help Close

Scenarios where we can't help

You want to dispute a payment, but the payment is pending.
You want to dispute a payment, but you have not tried to resolve with the retailer.

Have you checked with the retailer first?

Most retailers will want to put things right if they have made a mistake. We'll need evidence that you have spoken to the retailer to proceed with your claim. We will not be able to help if you have not approached the retailer for help.

Is the transaction pending?

For us to help, the transaction needs to have been fully processed and no longer pending. Pending transactions will show at the top of your statements under 'Pending' banner. If the transaction is still pending we are not able to help with your claim.

How long ago was the transaction?

There is a set period of time after a payment has left your account, within which disputes can be raised. So, it is important to get in touch as soon as possible.

Did you use your card?

If so, great. Please note, if you are disputing multiple transactions and they are on different card numbers then they need to be submitted on separate forms.

Getting started with your claim

Here's what we'll need:

The retailer name
The transaction amount and the date
Your account details

For some disputes we might also need evidence of your attempts to cancel the transaction or return the goods. This could be contact with the retailer, or a courier tracking number, as well as:

A receipt or invoice
The retailer's terms and conditions
Evidence of retailer rejecting your dispute with them

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Everything you need to know about subscriptions

What's a subscription payment?

How do I cancel a subscription?

What if I can't contact the retailer?

Why did the retailer take a payment after I completed the online form?

Will cancelling and re-issuing my card stop a subscription payment?

Why did a retailer start taking payments even though I only signed up to a free trial?

Often retailers who operate a subscription service state in their terms and conditions that the initial payment you sign up for will lead to a subscription.

This is so they can debit your account on the assumption you don't want to cancel it.

Commonly you'll sign up at a reduced price when the trial expires, they'll charge you the full subscription fee. It's important to read the small print when buying any items that are 'pay delivery only' free trials. Often this occurs with diet and health products.

The quickest way to cancel the subscription is to contact the retailer directly or visit their website.