On this page
Before you begin
Retailer contact OpenClose
You need to give the retailer a chance to put things right
Pending payment OpenClose
Check that the payment isn't still pending
Check your payment OpenClose
Check when you made the payment
What you need OpenClose
Gather the right info
What happens after you raise a dispute claim?
We'll do some checks first. We'll then get in touch with MasterCard or Visa. The company or retailer will be given a chance to have their say.
We'll send you an email with an update
We’ll try to do this within five working days. We might need more info from you, so if you don’t hear from us check your junk/spam folder.
We might be able to give you a temporary refund
It depends on the type of dispute. The company or retailer has a chance to disagree. If your dispute isn’t successful then we’ll let you know that the refund is being taken back.
We'll let you know the outcome
We don’t make the final decisions on dispute claims (remember - MasterCard and Visa set the rules). We’ll let you know the outcome as soon as we can. We try to get things sorted out within 60 days.