If you made a purchase that was rejected or declined, but the transaction has been processed on your account, first check the transaction status.
If it's ‘Pending,’ please monitor the transaction as the merchant should reverse it. This will release the hold on these funds and refund your account. If this doesn't happen, it'll be automatically canceled if it remains ‘Pending’ for more than 14 days.
If the status of the rejected transaction is ‘Complete’ and the merchant hasn't processed a refund transaction, click on ‘Contact us’ below and submit a ticket. Our team will work to help you resolve the problem and recover your funds where possible.
Please provide the following information:
- Transaction ID
- Date of the transaction
- Amount of the transaction
- Merchant name
- Screenshot of the receipt or online message showing the transaction being declined
If you used a different payment method, please provide a screenshot of this payment
In the 'Description' section please include any additional information, such as error messages you've received.
Please be aware that you have 75 calendar days to dispute a transaction. Once this period has elapsed, we may not be able to claim the money back on your behalf.
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