After you submit a transaction dispute, our team will review the information you provided and initiate the chargeback process.
The dispute process can take up to 120 days to be resolved, but we’ll keep you updated over email.
What to do after you submit your dispute
Our team will review your claim and initiate the chargeback process, but we may contact you and request more information.
Share more evidence
If you didn’t provide documents when you submitted your dispute or if you have more evidence to share, you can send more documents over email.
Look out for emails
We’ll send all updates to you over email. It’s important to look out for emails from Neo Financial while your dispute is in progress so we can resolve your claim as quickly as possible.
If it has been more than 100 days since you filed your dispute, contact us.
Temporary adjustments on your account
Credit adjustment
While your transaction dispute is under review, you’ll receive a temporary credit adjustment to cover the cost of the transaction. The adjustment is usually applied to your account around 5 days after you submit your dispute.
The credit adjustment will be displayed on your account as a Transaction Dispute Adjustment.
If you have an upcoming payment and don’t have a dispute adjustment on your account, contact us.
Pending debit adjustment
In some cases, a pending debit adjustment will be applied to your account. The debit adjustment is for the cost of the transaction. If the dispute is resolved in the merchant’s favour, the debit adjustment will be posted to your account.
The pending debit adjustment will be displayed on your account as a Transaction Dispute Adjustment.
Pending debit adjustments are only applied in some cases. You won’t be charged unless your dispute is unsuccessful.
Dispute resolution outcomes
We’ll do everything we can to get you a successful resolution for your transaction dispute, but the final decision is made by Mastercard. There are two potential outcomes for a transaction dispute:
- Resolved in your favour: The credit adjustment will remain on your account to cover the cost of the transaction.
- Resolved in the merchant’s favour: You’ll be responsible for the cost of the transaction. The credit adjustment will be removed or the pending debit adjustment will be posted.
