When something goes wrong in conjunction with a purchase
If you don’t receive the purchased goods or service, or if your account is debited twice, you should, as the first alternative, contact the place of purchase and ask for the error to be corrected.
If a correction is not made, you can initiate a cardholder dispute. In these cases, you must submit supporting documentation which verifies that you have been in contact with the place of purchase. Such documentation may include an order confirmation, communication between yourself and the vendor, or a police report.
If you are unsuccessful in contacting or receiving assistance from the vendor within 30 days, it is important that you initiate a cardholder dispute as soon as possible, as Mastercard and Visa have time limits for this.
If the company from which you have made your purchase goes bankrupt, and you are therefore not able to use the goods or service that you have paid for, you can initiate a cardholder dispute for “services not provided”.
Preliminary card purchases
It is not possible to initiate a cardholder dispute for preliminary card purchases or withdrawals. Preliminary card purchases are reported to the customer as "Prel”, followed by the name of the vendor. It may take 5-7 business days for a preliminary card purchase to be debited from your account.
