How long does the dispute process take?
To track the progress of your dispute and view expected timeframes:
- Go to 'Settings'. Web: click the cog in the top-right corner. Mobile: tap your profile icon in the top-left corner
- Tap 'Help' and choose 'Active requests'
- Select the relevant dispute for more details
The vast majority (up to 85%) of disputes are resolved within 5 weeks. However, complex cases may take up to 12 weeks.
Step 1: Initial assessment
You fill out a form to initiate the dispute. If we need more information, we'll reach out to you. After this, we will come to an initial decision.
Possible outcomes of the initial assessment:
- Dispute is successful — you get a refund
- Dispute is declined or cancelled — you are not refunded and case is closed
- Raise case to merchant — case is still open and proceeds to step 2
Step 2: Merchant review
If the initial assessment results in the case being raised with the merchant, the merchant will have further time to respond.
Possible outcomes:
- Merchant agrees or is unresponsive, dispute is successful — you get a refund
- Merchant disagrees — case is still open and proceed to step 3
Step 3: Second assessment
If the merchant disagrees with the case, we will review their evidence within 5 days and come to a decision.
Possible outcomes:
- Dispute is declined or cancelled — you are not refunded and case is closed
- Raise a case to merchant again — case is still open and process to step 4
Step 4: Final assessment
If the case is raised again to the merchant, they will be given additional time to respond. After 20 days, we will make a final decision from our side.
Possible outcomes:
- Dispute is successful — you get a refund
- Dispute is declined or cancelled — you are not refunded and case is closed
- Case is unresolved — case is still open and escalated to Visa or Mastercard for review, up to 40 more days for a final outcome