If you’ve had an issue with a payment that was made on your TallyMoney Debit Mastercard, you can raise a dispute on this transaction.
What does "raising a dispute" mean?
If you notice a problem with a payment made using your TallyMoney Debit Mastercard — for example, if you were charged incorrectly or didn’t receive the goods or services you paid for — you can raise a dispute. This process helps you challenge the transaction, and in some cases, it may lead to a refund through a chargeback.
1. How do I raise a dispute on a card transaction?
Before contacting us, we recommend reaching out to the merchant directly. In many cases, they can resolve your issue more quickly. The merchant may require up to 14 days to respond. If the issue is unresolved after dealing with the merchant, you can contact us to raise a dispute.
? Want to dispute a payment made to Amazon, Netflix, Apple, or Google? These companies have their own dispute processes.
2. Why do I need to contact the merchant first?
We ask you to contact the merchant first because it cuts out the middleman as many disputes can be resolved directly with them. This avoids delays in resolving the issue and getting your money back. If the merchant doesn’t respond within 14 days or provides an unsatisfactory response, you can escalate the matter by contacting us.
3. How long do I have to dispute a card transaction?
Mastercard rules allow disputes on transactions made within the last 120 days. Check your statements regularly to catch any errors or unauthorised charges promptly.
4. What if the merchant does not resolve the issue?
If the merchant doesn’t resolve your issue after 14 days, contact us with the following details:
- Your name and account number
- The transaction date and amount
- The merchant's name
- A brief description of the issue
- Evidence of your communication with the merchant (if available)
We will review your case and file a chargeback with Mastercard, if eligible.
5. What information do I need to provide to raise a dispute?
To ensure we can process your dispute efficiently, please provide:
- Your name and TallyMoney account number
- The date and amount of the transaction
- The name of the merchant
- A short explanation of the issue
- Proof of attempts to resolve the issue with the merchant
6. What happens after I raise a card transaction dispute claim?
Step 1: Initial checks and communication
Once you contact us, we’ll verify the details provided and may ask for more information if needed. We’ll then file a formal dispute with Mastercard if your case is eligible.
Step 2: Merchant response
The merchant will have the opportunity to accept or challenge your claim. If they challenge it, they may provide evidence to support their position. We will carefully review this before proceeding.
Step 3: Updates and additional information
You’ll receive an email update from us within five working days of your initial contact with us. Be sure to check your inbox and spam folder for updates, as we may request additional information to continue the investigation.
Step 4: Temporary refund (if applicable)
In some cases, we may issue a temporary refund while the investigation is ongoing. Please note that if your dispute is unsuccessful, this refund may be reversed, and we’ll notify you of the outcome.
Step 5: Final decision
We’ll let you know the outcome as soon as possible. While we aim to resolve disputes within 60 days, the timeline can vary depending on the complexity of the case and response times from other parties. A final decision is made in accordance with Mastercard’s rules and guidelines.
Need more help?
Our customer service team is here to assist you. Contact us if you have any additional questions or need further guidance via our in app chat feature or email [email protected]
External Dispute Processes
Want to dispute a payment made to Amazon, Netflix, Apple, or Google? These companies have their own processes for managing and disputing payments. Use the links below for guidance:
- [Amazon](https://www.amazon.co.uk)
- Sign in and go to Customer Service to dispute payments.
- For subscriptions: Go to Your Account > Membership & Subscriptions.
- [Netflix](https://www.netflix.com)
- Sign in and visit the Help Centre for billing issues.
- [Apple](https://support.apple.com)
- Through their website: Go to Billing and Subscriptions.
- On an Apple device: Open Settings > Your Name/Apple ID > Subscriptions.
- [Google](https://myaccount.google.com)
- For disputes: Sign in and select Payments & Subscriptions > Manage Purchases.
- To manage subscriptions: Select Manage Subscriptions.
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