Once you have reported the transaction(s) to be disputed directly via our in-app transaction reporting, our team will thoroughly review it to determine if we can proceed.
If we are unable to proceed with a chargeback dispute, we will notify you via the app and your email, by the next 3 working days. For such cases, your best course of action is to contact the merchant for a resolution or to file a police report if you suspect that you may have been scammed.
If we do proceed with the chargeback, the dispute resolution process may take 9 to 12 weeks, or longer for complex cases where the merchant challenges 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.
Withdrawal of Chargeback
Sometimes, the merchant may have refunded you directly or you may have come to a peaceful resolution with the merchant. In such scenarios, you may need to withdraw the ongoing chargeback.
For transactions that you directly reported via our in-app transaction reporting, you can withdraw directly and instantaneously via the app.
Here’s how you can do a withdrawal of your dispute:
1. Tap on ‘View All’ to view your full list of transactions
2. Tap on the transaction(s) that you would like to check on its status
3. Tap on the dispute status to learn more on what is the current status
4. Tap on ‘Withdraw my dispute’
Kindly note that opting to withdraw from the current investigation, this action is irreversible. You would need to raise another dispute if assistance is required afterwards.