If you don’t recognise a transaction, there are checks you can do before lodging a formal dispute.
Important: Freeze the card that was used in the suspicious transaction immediately. You can unfreeze it later if needed.
Before you dispute
Try to identify the transaction first:
| Check | Why |
|---|---|
| Was it someone else in your organisation? | Another cardholder may have used a shared budget |
| Foreign currency conversion? | The merchant name and amount may look different after FX conversion |
| Subscription or free trial? | A forgotten trial or auto-renewal can appear as an unexpected charge |
| Search the merchant name online | Some businesses trade under a different name to what appears on your statement |
Tip: Contact the merchant directly first — this is often the fastest resolution. Visa disputes can take up to 90 days and may not be decided in your favour.
When to contact the merchant
The merchant may be able to help with:
- A product that is defective or doesn’t meet expectations
- A refund the merchant promised but hasn’t processed
- Duplicate charges
- Differences between your receipt and your statement
- Goods or services not received
- A cancelled subscription you were still charged for
How to lodge a dispute with Budgetly
If the merchant can’t help and you’ve completed the checks above:
- Open the Create ticket form.
- Include the following details in the description:
- Merchant name
- Amount
- Transaction ID
- Complete all required fields and submit.
Note: You can find the merchant name, amount, and Transaction ID by opening the transaction in Budgetly.
What happens next
| Step | What happens |
|---|---|
| Initial review | Budgetly reviews your dispute and sends you a form to complete |
| Form returned | Your case is forwarded to our banking partner and Visa |
| Processing | Visa investigates — this can take up to 90 days |
| Resolution | If resolved in your favour, the refund is credited to your account |
Common questions
How long does a dispute take?
Visa disputes can take up to 90 days to resolve. Contact the merchant directly for faster resolution where possible.
Can I still use my card while a dispute is being processed?
If you froze the card, unfreeze it once you’re confident the issue is isolated. The dispute process doesn’t block your card automatically.
What if the dispute isn't resolved in my favour?
Visa’s decision is final. If the dispute is declined, the transaction stands. You may still be able to resolve it directly with the merchant.