Learn about Disputes and Unauthorised Transactions on your card.
If your enquiry relates to refunds due to cancellations or change of plans related to the Coronavirus, please contact your event or travel provider to discuss. If you have already contacted the business and have not been able to resolve the situation, call us on 13 11 82 to find out what options may be available to you.
Have you considered that it may be possible that:
We’re here to help, but firstly we need to understand if your concern is a dispute or an unauthorised transaction.
What is a Dispute versus an Unauthorised Transaction?
An unauthorised transaction is one you did not agree to. This is the critical question in determining whether you are liable for the transaction amount/s. Here’s some examples of when a transaction is deemed authorised by you:
Please ensure you attach all supporting information.
For example, receipts/proof of purchase, photographs of the item/s if it’s not as described, evidence of contacting the business (e.g. email).
It is important that you determine and select whether your transaction is a dispute or unauthorised when completing the Visa Dispute form.
We will acknowledge receipt of your dispute within 10 working days. We may need to contact you for further information or documents to support your dispute.
We’ll be working hard to investigate and resolve your dispute as quickly as possible.
For more information on the ePayments code and the types of scams you need to look out for, please visit our Support page.
You can find detailed information on scams, what to look for and ways to protect yourself at www.scamwatch.gov.au.
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