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How to dispute a transaction?

ZA Bank, as one of the VISA members and the Card Issuing Bank, we will assist our Cardholders in checking whether the dispute is valid when we receive a disputed application from the Cardholders.

Before initiating a transaction dispute, please consider contact the relevant merchant first, as they may resolve your transaction dispute faster (It is because we may also have require information from the relevant merchant to process your transaction dispute, so contacting them directly may save you time).

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

To file a card transaction dispute no later than 60 calendar days after the statement date of when the transaction was charged, please log in to ZA Bank App to apply.

1.Log in to ZA Bank App

2.Select the transaction record that needs to be disputed under "Home"

3.Click 「…」 then select「Dispute」

For details, please check the Dispute and Chargeback Process.

Once we’ve 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 disputed case. Generally, resolution on a dispute may range between approximately 6-12 weeks, assuming all required documentation has been promptly provided upon request. Email notification will be send to the Cardholder regarding the result of the chargeback.

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