1) What's a virtual commercial card transaction dispute?

Transaction amount which the company / its authorised user believes is incorrect;

Transactions which the company / its authorised user believes he or she did not authorize;

Transactions that the company / its authorised user may suspect are fraudulent;

Duplicated transactions;

Goods or services that the company / its authorised card user did not receive at all or within the agreed timeframe (in such cases the company / its authorised card user should contact the merchant in the first instance

2) The ZA Bank ('we' or 'the Bank”) may not be able to assist the company / its authorised card user with disputes about:

Quality of service provided by a merchant

Contract related disputes

3) What is the role of the Card-issuing Bank?

When we receive the company‘s transaction dispute application, we will assist in checking whether a dispute is valid. If we find the request invalid, the dispute will be declined. We will evaluate the case and initiate the chargeback process on behalf of the company to obtain the disputed amount from the Merchant’s Bank (Card acquiring bank). If the chargeback request is accepted, the disputed amount will be reimbursed to the debit account of the company.

4) How do I submit a debit card dispute?

Before initiating a claim, consider calling the merchant first, as they may resolve your claim faster (we may also require information from the merchant to process a claim, so contacting them directly may save you time). You can typically find the merchant's contact information on your receipt or billing statement.

To file a card transaction dispute no later than 60 days after the statement date of when the transaction was charged, please submit the completed “Commercial Card Transaction Dispute Form” to the designated email card.dispute@za.group

Supporting documents may include but not limited to the related transaction receipt/contract and the proof of the merchant failure to deliver goods/services (if applicable).

Alternatively, feel free to contact us via your relationship manager or our customer service hotline.

Timely notification is important.

Most transactions must be disputed within 60 days of the date of your statement on which the error appeared. However, we recommend that you notify us immediately if you suspect an unauthorised transaction has occurred. If you did not provide your account information to the merchant in question and suspect that your information was stolen, please contact us immediately.

If you do not notify us in time, we may be unable to investigate your claim in which case you will be liable for the transaction.

5) How long do I have to wait for the Bank to resolve a disputed transaction?

The time taken to resolve a disputed transaction may vary depending on the complexity of the case. Generally, resolution on a dispute may range between approximately 30 - 90 calendar days, assuming all required documentation has been promptly provided upon request. Email notification will be sent to the company regarding the result of the chargeback.

6) What should I do before I submit a virtual commercial card dispute?

Based on our experience, we recognized that most of the disputed charges are legitimate where our customers occasionally may not recognize or remember that they have executed those transactions. Hence, we recommend you to logon to Business Internet Banking or use the API to check details of your specific virtual card transactions.

Before disputing a charge, we recommend you attempt to resolve the dispute with the merchant. Often the merchant can answer your questions and efficiently resolve your dispute. The merchant's phone number may be located on your receipt or billing statement.

If you believe there has been unauthorised use of your account, feel free to contact us via your relationship manager or our customer service hotline.

7) What happens after I submit my virtual commercial card dispute?

Once we’ve received your transaction dispute form, we’ll acknowledge the receipt via your relationship manager within 5 working days. Remember to provide us the supporting documents or submit the remaining documents within 14 days from the application date.

We take your business seriously and will do everything we can to help resolve a dispute in a timely and thorough manner. We may contact you to discuss your dispute and learn more information from you about the disputed transaction.

As part of our investigation, we may request more information and evidence from you to facilitate us to progress the dispute resolution. Specifically, if you believe you are a victim of fraud, identity theft or other illegal activity, we may ask you to report the matter to the police in the first instance.

8) Can I cancel the transaction dispute?

You can contact your relationship manager or our customer service hotline at any time to request the cancellation of the transaction dispute, and the relationship manager or our customer service specialised team will relay the request to the bank's dispute handling team for prompt cancellation. Please note that the cancellation must be requested before submitting the card organization.

9) How do I know the latest developments in transaction disputes?

You can contact your relationship manager at any time to inquire about the latest progress of your current transaction dispute case. We will also notify you of the latest progress via phone as your enquiry.

10) Will I be charged a fee for transaction dispute?

You can raise dispute once per transaction. A handling fee of HKD 100.00 per transaction will be charged for raising a dispute. The dispute may take approximately 30 - 90 calendar days to resolve.

11) How to submit supplementary information？

You can provide the required supplementary information by relaying it through your relationship manager, and provide relevant information within 14 days, otherwise the dispute will be rejected.