After you dispute a transaction

We will review your dispute claim and give the merchant an opportunity to respond to the claim. Typically, dispute claims are resolved within 10 to 20 business days, but some claims may take longer. Chat with us if your claim has been pending resolution for more than 120 days.

What happens after you dispute a transaction?

After you dispute a transaction, we may:

• Send you an email with an update
• Give you a temporary refund
• Notify you of the dispute outcome

We will send you an email with an update

Request for additional information to support your claim from us in 5-7 business days. If you didn’t receive an email, check your junk/spam folder.

We may give you a temporary refund

For the disputed transactions, but temporary refund depends on type of dispute (if you recognize the transaction or don’t). The merchant will have an opportunity to respond to your dispute claim. If your claim isn’t successful, we will update you that a refund is being taken back.

We will notify you of the dispute outcome

Mastercard makes the final decision on the dispute claims. We will notify you of the outcome of your dispute claim.

If you haven’t received an update on your dispute claim for more than 120 days, then chat with us.

How do temporary refunds work for ongoing disputes?

We may apply a temporary refund to your credit or Neo Everyday account to cover the amount of the disputed transaction. Expect a temporary refund within 10 to 20 business days of submitting your dispute claim.

Transaction Dispute Adjustment will be displayed as a credit transaction in the transaction history of your credit or Neo Everyday account after the temporary refund is applied.

Chat with us if you have a payment due for your credit card and the temporary refund hasn't been applied to your credit account.​​

If you notice a debit transaction dispute adjustment

Your dispute claim was not successful, and we will reverse the temporary refund that was applied to your credit or Neo Everyday account after you submitted the dispute claim.

How to cancel a dispute claim

To cancel an ongoing dispute claim, go to Credit or Money, then select your account, choose the transaction, and select Cancel dispute from the transaction details screen. If you have disputed multiple transactions, you will need to follow the same steps for each of the transactions.

Neo app

1. Log in to the Neo app
2. Tap Credit or Money and select your account
3. Scroll down and select the transaction
4. Tap Cancel dispute

Web

1. Log in to member.neofinancial.com
2. Click on Credit or Money from the left-side menu and select your account
3. Scroll down and select the transaction
4. Tap Cancel dispute

FAQs

When can't a dispute claim be cancelled?

Disputes can’t be cancelled if we have already started reviewing your dispute claim or if it has already been resolved. If the option to cancel the dispute isn’t available in the transaction details screen, then the dispute can’t be cancelled.