What is a Chargeback?
A chargeback is a formal process to recover funds from a disputed card transaction with a merchant. Unlike refunds, chargebacks involve our card network, Mastercard, and occur after you’ve been unable to resolve the issue directly with the merchant. We can file a chargeback on your behalf to help claim the disputed amount back from the merchant as per the chargeback rules of Mastercard.
When should I request a Chargeback?
Before requesting a chargeback, try to resolve the issue directly with the merchant first as it can lead to a faster resolution. Since the full chargeback process takes 9 to 12 weeks from the date of submission, chargebacks should be your last resort.
For transactions you do not recognise, you may report the transaction(s) directly via the YouTrip app within 45 days from the transaction date. Learn more about in-app transaction reporting by reading this FAQ. Do reinstall your App to an updated version of 4.19 or higher first.
For transactions you recognise but have issues with as stated below; you may proceed to the Transaction Dispute & Chargeback form, attach it along with all required supporting documents, and submit it for investigation.
- Duplicated billing
- Paid by other means
- Incorrect amount
- Goods and/or services not received or rendered, not as described, or defective
- Refund or credit not processed
- Cancelled recurring membership or subscription
As we can only submit a chargeback once for each transaction. Please attach supporting documents to ensure a strong case can be made. This includes;
- Screenshots or PDFs of your conversation with the merchant
- Receipts or payment confirmations of your purchase
- Specific description of what the purchase was for and what’s gone wrong
Our team may also contact you via in-app, email or phone to request additional information or documentation to support your chargeback case.
What happens after I submit?
Once your chargeback form is submitted, our team will review it thoroughly to determine if we can proceed. Once submitted, the dispute resolution process may take 9 to 12 weeks, or longer for complex cases where the merchant contests the chargeback.
There are two potential outcomes:
- Merchant Accepts the Chargeback: Chargeback is successful and the disputed amount is credited back to your account.
- Merchant Disputes the Chargeback: Chargeback is not successful as the merchant provides evidence to counter the chargeback. In this case, we may work with you to gather additional supporting documents, or you may appeal at your own additional cost.
Please take note that a S$15 handling fee for chargeback may be applicable if a false declaration has been made, and subsequently proven by internal investigation alongside evidence from the merchant. We value your understanding and cooperation in working towards a fair resolution of chargeback cases.
Learn More: What should I do if there are unrecognised transactions in my YouTrip account?