Please contact the merchant before raising a dispute, as this is usually the fastest resolution. We cannot step in until you have given them at least 15 days to respond.
During this time, gather any supporting evidence, such as receipts, cancellation proofs, and records of your communication.
Please note that the transaction must be "settled," at least 15 days old, and generally raised within 120 days of the purchase. While final resolutions can take up to 90 days, we will provide you with an update within 30 days.
If the merchant can’t help resolve your issue or chooses not to reply to you, please contact us by following the steps below:
- Go to the 'Home' tab in your Kroo app and find the transaction in question.
- Tap on the transaction, then tap the 'Issue with this transaction' prompt in the 'Get Help' section.
- Select the ‘I recognise this transaction, but I have an issue with it’ reason for your request and follow the on-screen instructions.
Once you fill out all the necessary details, a chat with Customer Support will start. One of the team will review the information you provided and be in touch with you on the same chat as soon as possible.