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. We won’t be able to raise a dispute on your behalf without allowing you at least 15 days to try to resolve the matter directly with the merchant first.
- 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) and any communications you’ve had with the merchant.
Please note:
- The transaction status must be 'settled' before we can dispute it and it must be at least 15 days since the transaction was made.
- 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 the merchant can’t help resolve your issue or choose 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.