The dispute process has several stages and can take time to resolve. We'll keep you updated by email at each step.
Initial assessment
We review your dispute and may contact you for additional information. The outcome at this stage could be a refund, case closure, or escalation to the merchant.
Merchant review
The merchant has 30 to 45 days to respond. If they agree or don't respond, you'll receive a refund. If they disagree, the case moves forward.
Second assessment
We review the merchant's evidence. If successful, you'll receive a refund. If not, the case may be escalated further.
Final assessment
If the case remains unresolved, it may be escalated to Mastercard for a final review. This can take an additional 40 days.