How the dispute process works

When you let us know you want to dispute a payment, we start a process that has several stages to it. Here’s what happens:

1. We’ll review your dispute request within a week When you submit a dispute, we look at everything you send us and let you know if we need any more information or evidence. We aim to get back to you within 7 days, but it can take longer.

If the case is valid and we have what we need, we’ll approve your dispute. If we need more information/evidence, we’ll let you know.

2. We’ll submit your dispute using Mastercard’s “chargeback” process Normally, the merchant has a chance to respond to your claim. If they disagree with your claim, they might challenge the dispute and send us their own evidence.

If the merchant accepts your dispute, or if they don’t respond, the dispute can be resolved in around 45 days from when we submitted your chargeback. But it can take up to 12 weeks if the merchant disagrees with your claim.

What is a chargeback? A chargeback is a process banks can use to try and get your money back from a merchant if you let us know you want to dispute a card payment.

We submit the chargeback to Mastercard who then contacts the merchant's bank to give them the chance to respond to your claim. We can’t contact a merchant directly to resolve a dispute, which is why it can take a while. We’re grateful for your patience during this process.

3. We'll let you know the outcome If your dispute is successful we’ll automatically refund your money and let you know. If the merchant challenges your claim, we'll let you know what happens next. We may need to reach out to you again at this stage, and we'll usually do this through the in-app chat or a prompt on your home screen asking for information. Disputing a payment doesn’t guarantee we can get your money back and we can only raise a chargeback for card payments, it doesn't apply to bank transfers or Direct Debits.