Rabobank can assist you to investigate this transaction
We can help you to dispute a transaction, known as a chargeback, where we may reverse all, or part, of the amount of the disputed transaction back to a merchant’s bank in accordance with the applicable card scheme rules.
You should report a disputed transaction to us as soon as possible so that we may reasonably ask for a chargeback where such a right exists. You can only dispute a transactions within 120 days of the date of the transaction.
When you dispute a transaction, we will, in relation to the transaction claim a chargeback right, where one exists, for the most appropriate reason and not accept a refusal of a chargeback by a merchant’s bank unless it is consistent with the relevant card scheme rules.
The transaction can also include an unauthorised payment debited to the account pursuant to a recurring payment arrangement.
Before you dispute a transaction
- Contact the merchant to clarify the transaction as this may be the fastest way to resolve the problem. Some merchants have trading names that differ from their business names (i.e. company names and/or brand names). You can also search the merchant name on the internet to confirm their association with another brand.
- If the payment was processed through PayPal, they will have their own disputes process which should be followed.
- When you visit a hotel or hire a car, the merchant will normally place a hold on your card as a security deposit, known as a card authorisation. An outstanding card authorisation (which is a pending transaction) will reduce your available credit, but does not affect the balance owing on the card. The available credit on your card account will be reduced by that amount for up to 10 days until the merchant releases the authorisation.
How to dispute a transaction
If you have considered the above and wish to dispute the transaction, please complete the following form and send it to:
Alternatively, contact our Client Services Unit on 1800 025 484 in Australia or +612 8115 2240 if calling from overseas (8am-6pm, Monday to Friday, Sydney Time).
Please remember the process is not guaranteed and different transactions have different timeframes within terms of resolution.
What happens after you have disputed a transaction
- Rabobank will investigate the disputed card transaction by referring the dispute to the merchant’s bank.
- The merchant’s bank will then refer the dispute to the merchant. They will either accept the claim or further investigate under the relevant card scheme rules. At all times, Rabobank will keep you, the client, informed of the progress or outcome of the disputed transaction.
- If the merchant’s bank accepts the chargeback, the dollar value, in whole or in part, of a particular transaction, Rabobank will process the disputed transaction correction.
- Otherwise, depending on the outcome, the disputed transaction may need to be escalated. The process can continue until resolution is complete.