What is a dispute?

A dispute is a request to investigate a card transaction that you believe is incorrect, unauthorized, or was not processed as expected.

Examples include:

• A transaction you do not recognize

• Goods or services you did not receive

• A refund you have not received

• A charge that continued after a subscription was cancelled

• An amount charged that differs from what was agreed

Before raising a dispute, we recommend contacting the merchant directly, as many issues can be resolved more quickly this way. If the issue cannot be resolved, please contact our support team for assistance and our team will review your case.

Please note that dispute investigations may take between 3 and 6 months from the time all required information and supporting documents have been provided.

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