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What should I do if I have an issue with a transaction?

I've got an issue with a pending/reversed transaction

  • Why is my transaction shown as Pending?

    • A pending transaction is an authorised payment that's still awaiting acceptance from the merchant. All newly made transactions will first be classified as "Pending". The funds will be held by Mastercard until the merchant has accepted the transaction.

      All pending transactions will be completed or reversed within 8 days.

      Here's an example of what a pending transaction will look like in your statement:

      Pending_Txn_Shadow.png

      Once confirmed by the merchant, the transaction will be considered complete, with funds released by Mastercard and to the merchant you made your purchase with.

      You may refer to this FAQ to learn more on "Pending" transactions.

      img_txn_complete.png

      For transactions made in currencies outside the 10 stored currencies in your YouTrip account, the exchange rate may be changed slightly once a pending transaction is completed.

      You may refer to       this FAQ to learn more on why the exchange rate may have changed.

       

  • Why was my transaction reversed?

    • A reversed transaction is a cancelled or declined transaction because it has not been cleared by the merchant successfully within Mastercard's 8-days payment cycle. Not to worry, the full amount will be reversed back to your YouTrip account.

      img_general_reversed.png

      Here's an example of what a reversed transaction will look like in your statement:

      1__2_.png

      However, in some rare situations, we may receive confirmation of pending transactions only after 8 days. In such cases, the original transaction will remain reversed while a new transaction record with the confirmed transaction amount will be created.

      You may refer to this FAQ to learn more on "Reversed" transactions.

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I don't recognise a transaction listed on my account

  • 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, temporarily lock your card using the YouTrip app and contact our Fraud Reporting Team via fraud-reporting@you.co immediately. 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.

 

I'd like to initiate a dispute or chargeback for a transaction

  • To initiate a dispute or chargeback, you can raise it via our in-app transaction reporting.

    Here’s how to report an issue with your transaction through the app:
    1. Reinstall your App to an updated version of 4.19 or higher

  • 2. Tap on the transaction that you would like to raise a dispute
    3. Tap on ‘Raise an issue for this transaction’

    Note that you can only submit a dispute within 45 days of the transaction date.

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  • Once your dispute is submitted, the affected card will be immediately suspended. We will review your submission within 3 days, and if eligible, a complimentary card replacement will be issued.

    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.

 

 

The exchange rate/transaction amount/billing currency is wrong
  • My exchange rate changed after my transaction

    • For the 10 selected currencies available for in-app exchange, your exchange rate is immediately locked in and will not change after you have exchanged or made a purchase. If your exchange rates change afterwards, please contact us directly for further support.

      For the remaining 150+ currencies available for transaction use via YouTrip card, at the moment of transaction, you will be provided indicative wholesale exchange rates from Mastercard in YouTrip app. The indicative wholesale Mastercard rate is subject to change, which will be confirmed on the date when the merchant completes the transaction, typically 1-2 days (maximum 8 days) after your purchase.

      Hence sometimes you may see the exchange rates changed for the selected 140+ currencies after using your YouTrip card, due to movement in the foreign exchange market which is usually minor. However, you'll always enjoy the wholesale exchange rate confirmed by Mastercard with no fees and no additional markup!

     

  • I've been charged more than once for the same transaction and/or the transaction amount is not accurate.

    • Some merchants may charge in one currency before clearing the transaction in the other currency, which will create two transaction records in your account. While it may seem like you've been charged twice, in most cases, one of the transactions will be reversed to your account within the next 8 days.

      You may refer to this FAQ here to learn more on what if you've been charged more than once.

     

  • I've been charged in the wrong currency
    • Some merchants will pre-authorise your YouTrip card with the total amount for your bill in local currency. If you choose to pay with other currency, a second charge in the currency you have chosen will appear on your YouTrip account.

      This will appear in your transaction history as a duplicate charge. The pre-authorisation will be pending for up to 8 days until it expires or is cancelled by the merchant. The amount will then be automatically credited back to your account balance.

      If this does not happen, you should first contact the merchant for more information and resolve the issue with the merchant directly.

      If you continue to experience issues, please contact our Customer Experience Team by using the 'Let Us Help You' function in the app or emailing us at customer@you.co.

     

 

 

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