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How to dispute a transaction?

ZA Bank, as a member of VISA and a Card Issuing Bank, will assist a Cardholder in checking whether a dispute is valid, when we receive his or her card transaction dispute application.

Before applying for a card transaction dispute, please consider contacting the relevant merchant first, as they may resolve your transaction dispute more quickly (Contacting the merchant directly may save you time, as we may also require more information from that merchant to process your card transaction dispute application).

You can find the relevant merchant's contact information on your receipt or your billing statement.

If you need to file a card transaction dispute, please log in to the ZA Bank App to submit your application within 60 calendar days after the statement has been issued.


1.Log in to ZA Bank App

2.Select the transaction record you would like to dispute within the homepage

3.Click 「…」and then select「Dispute」

Step 1: Enter the card transaction page and locate the gavel icon for transaction disputes

Step 2: Please answer a few questions, so we can understand the reasons for your dispute

Step 3: You will need to upload documents for a select number of reasons to proceed with your card transaction dispute application

Step 4: Click on “Account”> “ZA Card” and then the gavel icon at the top to view your dispute records

Step 5: View every dispute that you have submitted

Step 6: Click to view the contents and description of each dispute in detail

For further details, please check the Dispute and Chargeback Process.

Once we have received your (“the Cardholder”) Statement of Disputed Item, we’ll acknowledge the receipt via email within 5 working days.

The time taken to resolve a disputed transaction may vary depending on the complexity of the case. Generally, resolving a transaction dispute may take about 6-12 weeks, assuming that all required documentation has been promptly provided upon request. The Cardholder will be notified by email regarding the outcome of the dispute.

If you need further assistance,feel free to online chat with us
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