How to question a transaction on your prepaid Visa card – Loaded for Christmas
When you query a transaction on your Loaded for Christmas card, it’s defined as a dispute. This dispute information applies to card transactions done in-store, overseas, online, over the phone or via mail order.
The dispute resolution process
- You lodge the dispute by mail or fax or call us direct on 0800 367 247 or on +64 4 4710223 from overseas. Please complete the attached form (PDF, 127 KB).
- You’ll return the signed and completed form to us.
- We’ll then request a copy of the transaction receipt from the merchant’s bank (you’ll be charged a fee for this).
- We’ll send you the transaction receipt copy. You can either accept that you made the transaction and the fee for the transaction receipt will be charged, or continue to dispute the transaction.
- If you continue to dispute the transaction we’ll investigate further for you and the transaction may be charged back to the merchant’s bank. If this happens, you won’t be charged the fee for the transaction receipt (investigation fees may still apply).
How long will the disputed transaction process take?
You must notify us within 30 days of the date the transaction appears on your transaction history. The dispute and chargeback process may take up to 120 days from the date you notify us.
The dispute resolution process
There are various types of disputes that you can lodge.
- Transactions not recognised–you didn’t make the purchase
- Transactions not authorised–the card wasn’t presented and the transaction was processed without your permission
- Goods not received–you didn’t receive the ordered goods or services at the agreed location or by the agreed delivery date
- Services not rendered–a merchant was unwilling or unable to provide purchased goods or services
- Transaction amount differs–processed for the wrong amount
- Defective merchandise or goods not as described
- Cancelled recurring transactions - a merchant continued to charge you for a recurring transaction despite cancellation notification
- Credit not processed - incorrect processing
- Paid by other means - you paid for the goods or services in another way
- Credit posted as a debit - incorrect processing
- Duplications - when a single transaction is processed more than once
What types of dispute cannot be investigated?
- Quality of services
- Billing disputes
- Contract related disputes
- Download software disputes
- Buyers remorse
