How to raise a dispute on a transaction

Any cardholder can raise a dispute if they believe a transaction on their card was incorrect or unauthorised.

What is a dispute?

A dispute is a formal request to investigate a transaction on your Capital on Tap card. You can raise a dispute if any of the following apply:

• You were charged an incorrect amount by a merchant.
• The goods and services you received were not as described or paid for.
• A refund from a merchant has not arrived within the legally required timeframe.
• You believe someone used your card without your authorisation.

Which transactions can I dispute?

You can only raise a dispute on transactions with an authorised or pending status. Transactions in any other status are not eligible for dispute.

If a transaction is pending, any funds will not be released until it has cleared.

Is there a waiting period before I can raise a dispute?

For some disputes, there is a 15-day waiting period from the date you first contacted the merchant before we can raise a dispute on your behalf.

This waiting period allows the merchant time to respond or resolve the issue directly. If the merchant is unresponsive or the issue is unresolved after 15 days, you can proceed with raising a dispute.

How do I raise a dispute?

All cardholders can raise a dispute through the Web Portal. There is no fee to raise a dispute. To raise one, follow these steps:

1. Log in to the Web Portal.
2. Navigate to the Transactions section.
3. Find and click on the transaction you want to dispute.
4. Scroll down and select Any questions? Get help.
5. Complete the form on the following page, providing details about the transaction.

Dispute raising is not available in the Capital on Tap App.

What happens after I raise a dispute?

Once a dispute is submitted, we will investigate it on your behalf.

• The card associated with the disputed transaction will be cancelled immediately.
• You will need to request a new card to continue making payments.
• We will review your dispute and aim to resolve it within 3 business days, depending on the complexity.

Once reviewed, the dispute is sent to the merchant as a formal chargeback and the merchant has up to 30 days to respond. You will be informed of the outcome via email.

You can check on the status of your dispute by contacting our customer service team.

Are there any fees?

There is no fee to raise a dispute and the form in the Web Portal will prompt you for all information required.