What Is A Dispute?

A dispute happens when a member challenges the validity of a transaction that was registered to their debit Mastercard account.

This may include situations such as :

  • Unauthorized transactions

  • Paid by other means and their account was still debited

  • An ATM withdrawal and did not receive cash

  • Duplicated transactions

How to resolve a dispute?

A dispute form should be submitted to query the transaction/s in question, registered on their account. 

What Do I Need To Know Before Submitting A Dispute Form?

  • Members/Cardholders have up to 90 days/3 months to file a dispute starting from the transaction date.

  • Depending on the nature of the dispute, resolution can take between 45-90 days. This is dependent on how long the merchant takes to respond.

  • Members should provide any supporting documentation where required (this is indicated on the dispute form). For example, if a member indicates “paid by other means” on their dispute, they should provide supporting documentation e.g a receipt.

  • If disputes are deemed invalid, they will be charged a $50.00 BDS fee.