Fraud Disputes

Unauthorised Charge (Card in Possession)

• Confirm the cardholder did not authorise the transaction.
• Confirm no family member or known person used the card.

Unauthorised Charge (Card Lost/Stolen)

• Cardholder must immediately report and freeze the card.
• Cardholder is liable for transactions made before reporting the loss.

Important:

Program partners must notify the Issuer of all suspected fraudulent transactions — including unrecognized declined transactions — even if they will not lead to chargeback/dispute.

Not Eligible for Fraud Dispute

Transactions authenticated using strong customer authentication are considered authorised, including:

• Contactless, Chip & PIN, or magnetic stripe (card-present)
• Apple Pay / Google Pay (tokenized transactions)
• Successfully authenticated 3D Secure (3DS) transactions
• Any transaction verified via PIN or 3DS

Examples:

✓ Card-not-present transactions without successful 3DS authentication.

✘ Cardholder shared card details and approved 3DS authentication.

Processing Disputes

Recurring Charges (Cancelled Subscription)

• Cancellation must follow the merchant’s policy.
• Cardholder must attempt resolution with the merchant first.
• Proof of cancellation and communication is required.

Refund Not Processed

• Refund requested per merchant policy, but not received.
• Cardholder must attempt resolution with the merchant first.
• Must provide proof of refund approval and communication with the merchant.

Incorrect Amount or Currency

• Charged amount differs from invoice.
• Exchange rate differences or bank fees do not qualify.
• Proof of the billed amount is required.

Duplicate Billing / Paid by Other Mode

• Same transaction charged more than once; or
• The original card failed and payment was made by other method.
• Installment/recurring billing does not qualify.
• Proof of invoice and alternative payment required.

Not Eligible for Processing Dispute

• Charges align with merchant’s terms and conditions.
• Subscription cancellations effective in the next billing cycle per merchant’s T&Cs.

Examples:

✓ Charged USD 100 instead of USD 10

✘ Charged for current month after cancellation (as per merchant T&Cs)

Consumer Disputes

Goods Defective or Not as Described

• Cardholder must attempt return/refund directly with merchant.
• Proof of communication required.
• Quality-of-service complaints are not supported.

Goods Not Received

• Cardholder must attempt resolution with merchant.
• Proof of invoice (with expected delivery date) and proof of communication required.

Not Eligible for Consumer Dispute

• Sale clearly stated as final/non-refundable.
• Dissatisfaction based on personal preference (e.g., colour, design).

Examples:

✓ Wrong item/size delivered and merchant is unresponsive.

✘ Final sale item returned due to change of preference.

If required documentation is incomplete or the case does not meet eligibility criteria, the dispute may be rejected.