We know how unsettling it can be to notice an unfamiliar transaction in your account. So don’t worry, we’re here to help.
The first thing you can do is a quick search online for the name of the unfamiliar merchant listed on your account statement. Companies sometimes have a different brand/shop name from their registered business name, so doing this check could help you recognise a legitimate transaction.
Also, keep in mind that some transactions can take a while to show up in your statement - up to a few weeks. Try to recall payments you’ve made over this sort of timeframe, rather than only considering the last couple of days.
If you’re sure that you did not make the transaction,
1. Temporarily lock your card using the YouTrip app and contact our Customer Experience Team via firstname.lastname@example.org immediately.
2. Fill up the Transaction Dispute & Chargeback form, which can be found here, attach it along with all required supporting documents, and submit it for investigation. Please submit the completed form within 45 days of the transaction date. Once you’ve completed the form, drop us an email at email@example.com to let us know that you've submitted and we’ll be sure to get back to you promptly.
If you're having trouble submitting the form, you can also request a PDF copy to fill up through firstname.lastname@example.org
Please note that a chargeback processing fee of S$15 will be charged to your account in the event that your dispute outcome is unsuccessful.
3. You should also make a local police report if your card is lost, stolen or being used fraudulently. This may be required during our internal investigation process.