How the dispute process works

Before we can dispute a payment for you, we'll need to ask you a few questions. We may also ask for evidence so make sure you have any receipts and proof of your contact with the seller or service provider to hand.

1. We’ll review your dispute in a week

Once you've submitted a dispute, we'll review everything you've given us and let you know if there are any problems.

2. We’ll raise a chargeback if everything looks good

We'll submit a chargeback to Mastercard, they will contact the merchant and give them the chance to dispute your claim. This process can take up to 12 weeks and this is set by Mastercard (we can't do anything to speed it up).

3. We'll let you know the outcome

If your dispute was successful we’ll automatically refund your money and let you know. If the merchant turns down your claim, we'll let you know the next steps.

Disputing a payment does not guarantee we can get your money back and we can only raise a dispute for card payments, it doesn't apply to transfers or direct debits.