If you have an issue with a transaction, you can submit a dispute in the RedotPay app.
Disputes are sent to the relevant card network, which determines the outcome depending on the transaction details and the evidence provided.
It is important to note that a positive result is not guaranteed, may take months to process, and that RedotPay itself does not determine the outcome of the dispute.
When can I dispute a card payment?
1. Fraud or unauthorised transactions
A fraudulent or unauthorised transaction is one made by someone else without the cardholder's knowledge, permission, or authorisation.
The following are generally not treated as fraud:
A subscription or automatic renewal you authorised
A family member, friend, or someone else using the card with your permission
A transaction verified with a PIN, 3D Secure (3DS), fingerprint, facial recognition, Apple Pay, or Google Pay
Consumer disputes, such as goods or services not received, a service-related issue, or a refund you haven't received
2. Consumer disputes
This covers situations such as:
The merchant didn't provide the goods or services
The merchant didn't deliver them as agreed
You're owed a refund, but the merchant won't provide one
3. Failed ATM withdrawals
If you used an ATM, no cash was dispensed, your account was still charged, and you couldn't resolve it with the bank, contact Support to confirm whether the transaction is eligible for a chargeback.
How to report fraudulent card transactions in the RedotPay app
1. Open the RedotPay app and select the transaction you didn't authorise. Then, tap the help icon (?) in the top corner.
2. Tap [Report fraud].
Once we've reviewed your report and confirmed it's eligible, we'll submit the case to the relevant card network. This usually takes around 1–3 months.
How to request a chargeback for a consumer dispute / failed ATM withdrawal
Eligibility review
Support will help confirm whether your transaction is eligible.
Submit the required information
Complete the dispute form and provide supporting evidence.Pay the chargeback fee
Once we've confirmed your case is eligible to submit, a fee of 50 USD per transaction must be paid upfront.Case processing
We'll submit your case to the relevant card network. Chargebacks usually take around 3–6 months, and more complex cases may take longer. We'll contact you if we need any further information.
What you'll need to provide
You will generally be asked for:
Transaction details: transaction ID, date, amount, and merchant name or ATM bank name
Cardholder details: registered email, full name, and billing address
Card details: last 4 digits and expiry date
Reason for your dispute
Records of your attempts to contact the merchant or bank
Supporting evidence: receipts, invoices, tracking information, refund records, etc.
A statement or transaction history showing the transaction
A timeline of what happened, in order
A police report or affidavit, if applicable
Any other information needed for your specific case
What happens after a chargeback is submitted
Once a chargeback is submitted, the merchant or their bank may challenge it and provide their own evidence. Some cases then move to an additional review round known as pre-arbitration.
If your case enters pre-arbitration and you choose to continue:
The fee is 700 USD per transaction, separate from the initial chargeback fee
You may need to provide more supporting evidence
There's still a risk the case won't succeed
If the chargeback ultimately succeeds, your pre-arbitration fee is refunded
We'll let you know if further action is needed, and you can decide whether to continue
Notes:
Neither a chargeback nor pre-arbitration is guaranteed to succeed.
Please make sure that all information and supporting evidence you submit are true, accurate, and complete.