1. What does it mean that my dispute was received?
It means we’ve started reviewing your case. If our initial review suggests there may be an issue with the transaction, we will begin the dispute process with VISA.
2. What happens after I submit a dispute?
We’ll send your case to VISA for review. They will investigate the transaction together with the merchant involved.
3. When will I receive a response?
You’ll receive an initial response within:
Up to 10 business days, or
Up to 20 business days if your account is less than 30 days old
4. Will I get my money back?
You may receive a provisional credit while your case is being investigated. This is temporary and may be adjusted depending on the final outcome.
5. How long does the full investigation take?
The investigation can take up to 90 days.
We know this can feel like a long time, but it depends on coordination between banks and merchants.
6. Will you need more information from me?
Not right now, but we may ask for additional documentation later if needed to continue the investigation.
7. Do I need to do anything in the meantime?
No action is needed for now. We’ll notify you by email if there are updates or if we need anything from you.
8. Will I receive a new card?
In some cases, we may issue a new card for security reasons.
If so, it may take up to 10 business days to arrive.
9. How can I track my case?
You can use your case number shared in the communications our team has contacted you with. You can share this number when contacting support.
10. What happens if the outcome is not in my favor?
If the investigation determines the transaction was valid, any provisional credit you received may be reversed.