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How does the chargeback process work?

About 85% of chargeback cases are resolved within 5 weeks, however complex cases may take up to 12 weeks.

Our goal is to solve your case as soon as possible. A seller has a certain amount of time to respond to your dispute after we give them all the information we’ve collected from you. For MasterCard transactions, this is 45 calendar days, and for Visa transactions, this is 30 calendar days.

If the merchant agrees with your claim, you’ll get a refund. If they decide to dispute it, we’ll review the evidence from the merchant within 5 days. Then they’ll have 20 more days to review and appeal.

In rare cases, unresolved disputes are escalated to Visa or MasterCard for arbitration, which can take up to 40 days.  

Is it possible to speed up the process?

We can't speed up the process, as the duration of this review is governed by Visa or Mastercard rules and procedures, which we must follow. We're doing everything we can to resolve your case as fast as possible.

How can I check the status of my chargeback?

You can select the transaction you disputed in the app and tap Chargeback status, or go HomeProfileHelpMy requests. We'll also keep you updated by email. 

If you’d like to add more evidence to your chargeback case, contact us via chat.