How do I dispute a credit card transaction

Disputing a credit card transaction can happen for all sorts of reasons. It could be a package that went missing, or a single transaction that appears twice on your statement. Here’s how to proceed if you’d like to try to get a refund for one of your purchases in certain situations. 

If you paid with your credit card, you have additional options to dispute a transaction to get your money back. This is commonly called a chargeback. Recourses you would not have if you had paid for your purchases with another payment method, such as cash. Your   National Bank credit card allows you to benefit from several advantages , including the ability to dispute fraudulent or disputed transactions.

There are errors on my credit card statement

Don’t worry right away if you check your transaction statement and notice a transaction appears twice . In most cases, this is because there was an honest mistake.   The merchant accidentally made the transaction twice instead of once, or instead of issuing a refund, the merchant pressed the wrong key and the amount was debited again.  

First, you did the right thing by checking your statement. Contact us to dispute this credit card transaction. We’ve left our phone number on the back of your card.  However, don’t wait too long. You have 60 days after your statement is issued to report any discrepancies to us.  

The merchant doesn’t want to refund me

If, unfortunately, while you respect all the conditions, the merchant does not want to reimburse you or credit your account, your financial institution can help you .   To make your life easier, keep as much evidence as possible . It’s always a good idea to keep receipts and copies of emails and to dispute a credit card transaction as soon as possible. You’ll also need to prove that you returned the merchandise.  Of course, most merchants are well-intentioned. Always start by checking the return policy . Often, it’s written on your receipt. 

What I received does not match what I purchased

Always start by discussing the situation with the merchant. In the vast majority of cases, you will be able to resolve the problem fairly quickly .  If you ordered a sweater and received pants instead, you should be refunded.   If discussions don’t lead to anything, call your financial institution as soon as possible. And as always, keep your receipts and email correspondence safe .   Remember this golden rule: In many cases, the moment you check out (even virtually), there are terms and conditions that you agree to. It’s a contract . And even if you click “I accept” without reading anything, you’re still bound by those clauses.  On the other hand, if you paid for a trip that included a room with a sea view, for example, and once you arrived there, you found yourself in a room with a view of the parking lot, you could have recourse. 

My package has disappeared

You shop online and quietly wait for your package at home. But weeks go by, then a month goes by, and the package still hasn’t arrived.   The best thing to do is simply contact the seller . Keep your receipts and a copy of your email correspondence as well. You’ll need as much evidence as possible to help you dispute a credit card transaction, such as a transaction receipt that includes the expected delivery date.  And if the merchant doesn’t cooperate, and the merchandise isn’t delivered more than 30 days after you were supposed to receive it, call the number on the back of your card . Chances are your financial institution can help. 

The gym has closed its doors

If you signed a contract or agreed to any terms when you joined the gym, you must abide by them.You should also know that this type of service, depending on your province or territory of residence, is governed by specific rules.  Normally, if the company is unable to provide you with the product or service you paid for, you should be reimbursed. In any case, be aware that laws are in place in the provinces and territories, as well as at the federal level, to protect consumers 

What are the steps to dispute a credit card transaction?

If a problem arises, always start by reviewing the contract and the applicable terms. Did you agree to any terms and conditions? If so, you’ll need to abide by them. If not, move on to step two.  Discuss the situation with the company that sold you the product or service. You may be able to reach an amicable agreement. Still dissatisfied? Move on to step three. 

Gather all the information you’ve gathered (such as your receipts, the date and time of your exchanges, and a copy of your correspondence with the merchant) and contact your financial institution. They can assist you, particularly in requesting a dispute for a credit card transaction. Finding their contact information is easy; just check the back of your card.