A chargeback is a formal way to try to recover funds from a transaction that went wrong.
When you can request a chargeback
A failed ATM withdrawal: you used your physical RedotPay card at an ATM, no cash came out, but your account was still charged.
A merchant won't refund you: you were charged but the merchant didn't deliver. For example, they didn't ship the item or provide the service — and they've refused to refund you.
When a chargeback isn't possible
3D Secure (3DS) transactions: payments you confirmed with an OTP or authentication app can't be disputed. Always check the merchant and the details before approving a 3DS payment.
Chip and mobile-wallet payments: transactions made with an EMV chip card or Google Pay are final once authenticated and can't be disputed.
Before you start, a few key things
Time limit: you must request a chargeback within 60 days of the transaction settlement date. Requests after that aren't eligible.
Fee: each chargeback has a 50 USD fee, paid upfront.
Processing time: chargebacks usually take 3–6 months.
It's final: once submitted, a chargeback can't be cancelled, and the fee is non-refundable, win or lose.
No guarantee: we'll do everything we can, but we can't promise a request will succeed.
What you'll need to provide
The more detail you include, the better the chance of success. You'll be asked for:
Transaction details: transaction ID, date, amount, and the merchant or bank name (plus a description of what you bought, for merchant disputes).
Your details: registered email, full name, and billing address.
Card details: last 4 digits and expiry date.
Reason for the dispute: a clear explanation of what went wrong.
Supporting evidence: receipts, invoices, emails, tracking info, proof of cancellation, etc.
Contact attempts: records of trying to resolve it with the merchant or bank.
Statement: a copy of the statement or history showing the transaction.
A police report or affidavit, if relevant.
A timeline of what happened, in order.