How can I dispute a transaction?

Team Kroo
Team Kroo
  • Updated

Before you contact us, there are a couple of things that you can do to ensure the dispute process goes as smoothly as possible:

  • Contact the retailer first to see if they can resolve the issue - this is usually the fastest way to resolve any issues.

  • Give the merchant time to respond. If they can’t help resolve your issue or choose not to reply to you, please contact us soon.

  • Collect any useful documentation that may help with the dispute, including proof that you’ve tried to contact the merchant, proof of original receipts or proof of order cancellation (if applicable).

Please note:

  • The transaction status must be 'settled' before we can dispute it.

  • A dispute must be raised generally within 120 days of the initial transaction date.

  • Disputes can take up to 90 days (or more in some cases) to conclude. However, you'll receive an update on your dispute within 30 days of raising it.

If you still require help, please contact us in-app for further information.

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