If you authorized a card payment with your myTU card, but something went wrong with the order, billing, or delivery, you may be eligible to request a merchant dispute (chargeback).
Unlike unauthorized card transactions (where your card details were used fraudulently without your consent), merchant disputes apply when you knowingly initiated or authorized the transaction, but the merchant failed to fulfill their obligation or made a billing mistake.
1. When to Use the Merchant Dispute Flow
You can file a merchant dispute under the following specific circumstances:
| Dispute Category | Common Examples |
|---|---|
| Goods or Services Not Received | • Item ordered online was never delivered. • Flight or event was cancelled by the provider. • Digital subscription or software access was not provided. |
| Defective, Damaged, or "Not as Described" | • Item arrived broken, counterfeit, or completely different from description. • Service was executed poorly or only partially completed. |
| Incorrect Amount Charged | • Charged €100.00 instead of the agreed €10.00 price. • Currency conversion or dynamic pricing was improperly applied. |
| Double or Duplicate Charge | • Charged twice for the same item or transaction due to a payment terminal or website glitch. |
| Ignored Subscription Cancellation | • Billed for a recurring plan after you cancelled it in accordance with the merchant's cancellation policy. |
| Promised Refund Not Received | • Merchant accepted a return or agreed in writing to issue a refund, but funds were never returned to your account after the expected timeframe. |
2. Mandatory Step: Attempt Resolution with the Merchant First
Under Visa card network regulations, you must first attempt to resolve the issue directly with the merchant before myTU can file a formal chargeback on your behalf.
Important
Why is this required?
Visa rules require proof that the cardholder made a good-faith attempt to contact the seller and allow reasonable time for a remedy. Without evidence of this contact, Visa will automatically reject the chargeback submission.
What to do with the merchant:
- Contact Merchant Support: Reach out via email, contact form, or customer support chat.
- State Your Issue Clearly: Request a replacement, correction, or refund based on your purchase terms.
- Get Everything in Writing: Avoid phone calls unless followed up with a written email summary.
- Allow Reasonable Processing Time: Give the merchant a fair opportunity to reply and process refunds (typically 3 to 14 business days depending on merchant policy).
3. Evidence Checklist to Collect
If the merchant refuses to assist, ignores your requests, or fails to process an agreed refund, keep all documentation. You will need to submit this evidence to myTU Support:
- Proof of Purchase: Order confirmation email, invoice, or receipt showing itemized details and date.
- Merchant Terms & Conditions: Copy of the cancellation policy, refund policy, or service agreement.
-
Proof of Cancellation or Return:
- Email confirming cancellation before billing date.
- Return shipping tracking receipt showing delivery back to the merchant.
-
Merchant Communication: Screenshots or PDF exports of emails/chats showing:
- Your attempt to contact them.
- Their refusal or lack of response.
- Any written promise of a refund (including date promised).
4. How to Submit a Dispute to myTU Support
If direct resolution fails, myTU Support will review your documentation and guide you through the official Visa chargeback process.
Step-by-Step Submission:
- Open the myTU app.
- Go to Support Chat (or send an email to support@mytu.co).
- Provide the following details:
- Transaction Details: Exact date, amount, currency, and merchant name.
- Dispute Summary: Short description of what went wrong (e.g., "Cancelled subscription on June 1st per terms, but charged €49.90 on July 1st").
- Supporting Files: Attach screenshots/documents of your attempt to resolve with the merchant.
5. Dispute Timeframes & What Happens Next
Note
Time Limits Apply (Visa Rules):
Most merchant disputes must be initiated within 120 calendar days of the transaction date, expected delivery date, or date you were informed service would not be provided. Contact support as soon as an issue arises!
- Review: Our compliance and chargeback team reviews your submitted evidence.
- Filing: If evidence meets Visa requirements, a formal dispute is lodged through the Visa network.
- Merchant Response Window: The merchant's acquiring bank is granted a statutory window (typically up to 30–45 days) to respond or accept the chargeback.
- Resolution: If the merchant accepts or fails to provide valid counter-evidence, the funds are credited back to your myTU account.
Tip
Pro Tip: If you notice an unrecognized charge from an online trial or recurring billing, always lock your card in the app to prevent subsequent billing attempts while the dispute is being processed.
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