RedotPay strives to provide the best possible support to our customers, including helping with chargeback requests to minimize potential losses.
When to Submit a Chargeback Request
ATM Withdrawal Failed But Funds Deducted
If you attempt to withdraw cash from an ATM using your RedotPay physical card but do not receive any cash, and your RedotPay account is still charged, you may request a chargeback.
Merchant Refusal to Refund
If you are charged due to fraud (e.g., the merchant does not fulfill the contract, does not ship the product, or does not provide the agreed-upon service) and refuses to issue a refund, you may apply for a chargeback.
Important Notes
Time Limit for Chargeback: You must submit a chargeback request within 60 days from the transaction settlement date. Requests submitted after this period will not be eligible.
Chargeback Fee: Each chargeback request carries a 50 USD fee.
Submit Transaction Information: To improve the likelihood of a successful chargeback, please provide detailed and accurate transaction information when submitting your request.
Processing Time: Chargeback requests typically take 3-6 months to process.
Success Rate: While RedotPay will make every effort to assist, we cannot guarantee that every chargeback request will be successful.
Irrevocability: Once submitted, chargeback requests cannot be revoked, and chargeback fees are non-refundable.
Transactions Not Eligible for Chargeback
3DS Transactions: Chargebacks cannot be filed for transactions verified via 3D Secure (OTP/authentication app). Always verify the legitimacy of the merchant and the accuracy of the purchase details before completing 3DS transactions.
EMV Transactions: Transactions made with EMV Chip Cards, Apple Pay, or Google Pay cannot be disputed. These secure transactions are considered final once authenticated.
Required Information for Chargeback Request
Please fill out the following details when applying for a chargeback:
For ATM Withdrawal Failure
1. Transaction Details:
Transaction ID:
Transaction date:
Transaction amount:
Bank name:
2. Cardholder Information:
Cardholder registered email:
Full name of the cardholder:
Billing address:
3. Card Details:
Card number (last 4 digits):
Expiration date:
4. Dispute Reason:
Provide a clear and detailed explanation of the reason for the dispute (e.g., unauthorized transaction, billing error, non-receipt of goods/services, etc.):
5. Supporting Documentation:
Any evidence supporting the dispute claim (e.g., receipts, invoices, emails, shipping/tracking information, proof of cancellation, etc.):
6. Communication with Bank:
Documentation of attempts to resolve the issue directly with the bank (e.g., emails, letters, chat logs, video, recording, etc.):
7. Statement or Transaction History:
A copy of the card statement or transaction history showing the disputed transaction.
8. Police Report or Affidavit (if applicable):
9. Timeline of Events:
A clear and chronological timeline of the events leading up to the dispute.
For Merchant-related Disputes
1. Transaction Details:
Transaction ID:
Transaction date:
Transaction amount:
Merchant name:
Description of the goods or services purchased:
2. Cardholder Information:
Cardholder registered email:
Full name of the cardholder:
Billing address:
3. Card Details:
Card number (last 4 digits):
Expiration date:
4. Dispute Reason:
Provide a clear and detailed explanation of the reason for the dispute (e.g., unauthorized transaction, billing error, non-receipt of goods/services, etc.):
5. Supporting Documentation:
Any evidence supporting the dispute claim (e.g., receipts, invoices, emails, shipping/tracking information, proof of cancellation, etc.):
6. Communication with Merchant:
Documentation of attempts to resolve the issue directly with the bank (e.g., emails, letters, chat logs, video, recording, etc.):
7. Statement or Transaction History:
A copy of the card statement or transaction history showing the disputed transaction.
8. Police Report or Affidavit (if applicable):
9. Timeline of Events:
A clear and chronological timeline of the events leading up to the dispute.