If you don’t recognise a transaction, there are some checks you can do before disputing it. This guide explains how to identify fraudulent or unauthorised transactions and when to lodge a dispute if necessary.
Important: Before you continue with this article, freeze the card that was used in the suspicious transaction. You can unfreeze it later if needed.
Getting started
Before disputing a transaction, try to identify its origin by checking:
- Whether the transaction was made by someone else in your organisation.
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If the transaction was converted from a foreign currency to AUD.
- If the transaction is a direct debit or subscription service you signed up for by mistake or forgot to cancel.
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For example, you may have signed up for a free trial that has now expired and resulted in a charge. This can include mobile in-app purchases and games.
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Search the merchant's name online, some businesses may operate under multiple names.
Tip: We recommend reaching out to the merchant directly first, as this is often the fastest way to resolve a transaction dispute. VISA disputes can take up to 90 days to conclude and may not always be decided in your favour.
A merchant may also be able to assist with resolving certain issues. These might include situations such as:
- A product that is defective or does not meet expectations.
- A transaction the merchant promised to refund but has not yet processed.
- Charges that were duplicated.
- Differences between the amount on your receipt and your statement.
- Goods or services that were not received.
- A regular payment or subscription you cancelled but were still charged for.
If the merchant is unable to assist and you’ve completed the steps above, you can submit a dispute to Budgetly for further investigation.
How to dispute a transaction
- Click here to open the 'Create ticket' form.
- Copy and paste the following information into the ticket description:
- Merchant name:
- Amount:
- Transaction ID:
This information can be found within the transaction itself.
Ensure all mandatory fields within the ticket are completed, including any additional essential information required, submit the ticket, and await a response from our support team.
What happens next?
We will conduct an initial review of your dispute and provide you with a form to complete, detailing your reason for raising it. Once the form is returned, we’ll forward your case to our banking partner and VISA for further processing, which may take up to 90 days. If the dispute is resolved in your favour, we’ll credit the refund to your account.