I have made a purchase with my Viva.com card but I have not received the product/ service. What should I do?

If you have made a purchase using your Viva.com card and have not received the product or service by the agreed delivery or service date, you should first contact the merchant in writing to request an update and confirm the status of your order.

#What should I do first?

Contact the merchant and ask them to:

• Confirm the status of your order or service.

• Provide delivery or fulfilment details.

• Explain any delays.

It is important to communicate in writing so that you have a record of your correspondence.

#If the merchant does not resolve the issue

If you have already contacted the merchant and:

• you have not received a response, or

• the merchant has not provided the agreed information or resolution,

you should follow the transaction dispute process.

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Still need help? Our team is here to support you. Please contact us via the Chat with us option in your Viva.com account.