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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 awaiting confirmation from Mastercard. All newly made transactions will first be classified as pending. The funds will be held until Mastercard has given its confirmation of 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_old.png

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

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      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. Why?

       

     

  • Why was my transaction reversed?

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

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

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      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. Reach out to our Customer Experience Team via customer@you.co if you require further clarification.

     

 

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 Customer Experience Team via customer@you.co immediately. Download the dispute form here and submit it for investigation. 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/refund/chargeback for a transaction

  • To initiate a dispute/refund/chargeback, please fill in and submit a request form along with all required supporting documents to customer@you.co within 45 days of the transaction. You can download the form here. If you're having trouble downloading the form you can also request a copy through customer@you.co 

  • Please noted that a chargeback processing fee of S$15 will be charged to your account in the event that your dispute outcome is unsuccessful.

 

 

 

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.

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      For the remaining 140+ 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!

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  • 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.

      If you've requested for a card replacement, you may notice similar transactions for card replacement fees listed on your YouTrip account as well as your bank card transaction records.

      However, please note that in such cases, you've only been charged through your bank card and not your YouTrip account. The transaction record you see on YouTrip is only listed as a friendly reminder.

      There are numerous reasons as to why a merchant may have charged you more than once. As we're only able to check on a transaction but not make any changes to it, you should first contact the merchant directly for more information. If you don't feel like your issue was resolved after doing so, here’s what you can do so that we can process this disputed transaction:

      Step 1: Download the “Dispute & Chargeback Form” from our support page.
      Step 2: Scan and send the completed form to us.
      Step 3: Attach any supporting document(s) required as indicated in the form.
      Step 4: If you are disputing more than 3 transactions, please attach your transaction history and highlight the additional related transactions.

      Important notice:
      1. For your safety, temporarily lock your card via the YouTrip app if you suspect any unauthorised activity or if it's not in use for an extended period of time.
      2. Submit your chargeback request ​within 45 days from the transaction date​.
      3. A chargeback processing fee of S$15 will be charged to your account in the event that your dispute outcome is unsuccessful.

      Once submitted, all disputes will be thoroughly investigated. Please note that we are unable to guarantee the recovery of the disputed amount, and the outcome is entirely dependent on the investigation of the merchant’s processing bank as well as the rules and regulations of Mastercard. Depending on the complexity and amount, each dispute duration may vary.

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  • 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.
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    • 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.
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    • If this does not happen, you should first contact the merchant for more information and resolve the issue with the merchant directly.
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    • If you require further assistance, contact our Customer Experience Team via customer@you.co.

     

 

I've received flight / accommodation refunds in my YouTrip account due to current travel restrictions. Can this amount be refunded back to my bank card?

  • In lieu of global travel restrictions and government travel advisories amidst the COVID-19 pandemic, we understand that many of our users’ travel plans have been cancelled or put on hold. If you’re one of them, we’d like to help.

    If you’ve received refunds from cancelled flights, accommodations or other travel arrangements back into your YouTrip card and wish to have that amount refunded back to your registered bank card, we’ll process the request for you without any administrative fee.

    Simply submit your refund requests to our Customer Experience Team at customer@you.co with the following information in order to expedite the process:

    1. 1. Proof of cancelled flights/accommodation/travel arrangements
    2. 2. Refund amount that you’ve received from merchants
    3. 3. Last 4 digits and expiry date of the bank card used to top up your YouTrip account, for verification purposes

     

    Please note: We’re only able to process your refunds in Singapore Dollars (SGD)

    Alternatively, you may choose to continue using your YouTrip card in Singapore for both online and offline payments. All YouTrip cards are also automatically enabled for use on public transportation in Singapore and some other cities. Check out the list here.

 

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