How the dispute process works

We need specific information and evidence from you so we can dispute a payment, and different dispute types have different requirements. Please supply all information we ask for when reporting disputes to us.

Some examples of information we may request can be screenshots of correspondence with a merchant, a detailed description of the goods you received or issue with the payment you made.

1. We’ll review your dispute in a week

Once you've submitted a dispute, we'll review the information and evidence you've given us. Reviews can take up to 7 days, but it can be quicker.

We will let you know If there's a problem with the information you've provided.

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

We'll contact the merchant through Mastercard by raising a chargeback, and we'll send them all the information and evidence you've given us about your dispute.

The chargeback process can take up to 12 weeks. This includes time for your claim to be accepted by Mastercard, and 45 days for the merchant to review your claim and give evidence to dispute it (if they want to).

The 12 week process is set by Mastercard. Unfortunately there's nothing we can do 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 contact you about the next steps or ask for more evidence to continue your dispute.

It usually takes 12 weeks to resolve disputes, though some can be quicker.

Disputing a payment does not guarantee we can get your money back, even with evidence.

Heads up: We can only raise a dispute for card payments. It doesn't apply to things like transfers or direct debits.