To understand the dispute process, you can get in touch with our customer support. The process involves several steps, including initial assessment, merchant review, and final assessment.
Here's a brief overview of the dispute process:
Initial Assessment: Fill out a form to initiate the dispute. We may contact you for additional information. The outcome 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 proceeds to the next step.
Second Assessment: We review the merchant's evidence. If successful, you get a refund. If not, the case may escalate to the merchant again.
Final Assessment: If unresolved, the case may be escalated to Mastercard for review, which could take an additional 40 days.
Need more help? Our customer support team is here 24/7 via in-app chat.