Transaction Dispute

Transaction Support FAQs

Q: How do I dispute a charge?

A: Please work through your card issuing bank to dispute a charge. Only your bank holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by banks that issue MasterCard accounts or process MasterCard transactions is set up to allow the banks to manage disputes with cardholders and merchants in a formal manner.

For Issuer and Merchant guidelines for disputes refer to MasterCard's Chargeback Rules:
www.mastercard.com/us/merchant/pdf/TB_CB_Manual.pdf

For a Merchant fact sheet on avoiding chargebacks visit:
www.mastercard.com/us/merchant/pdf/Avoiding_Chargebacks_Tips.pdf

Q: I never received an item purchased online or by telephone

A: If you purchased an item that was not delivered to you, or the incorrect item was sent, you should speak initially with the merchant to resolve the situation. If you and the merchant cannot agree to a resolution and you want to file a disputed transaction, this must be done directly with the financial institution that issued your MasterCard card to you.

Typically, there is a customer service number for you financial institution on the back of each card that you can call. You can always contact the MasterCard Assistance Center at 1-800-307-7309 or 'Collect' by dialing 1-636-722-7111.

Q: I purchased an item, but was sent the wrong item

A: If you purchased an item but were delivered the wrong product, we recommend that you speak initially with the merchant to resolve the situation. If you and the merchant cannot agree to a resolution, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your MasterCard card to you.

Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can always contact the MasterCard Assistance Center at 1-800-307-7309 or 'Collect' by dialing 1-636-722-7111.

Q: I want a refund from a business that has filed bankruptcy

A: To seek a refund from a business that has filed bankruptcy, but you are unable to locate the business, you can file a disputed transaction.

Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can always contact the MasterCard Assistance Center at 1-800-307-7309 or 'Collect' by dialing 1-636-722-7111.

Q: The financial institution that issued your MasterCard card said that MasterCard denied my dispute

A: If your dispute case was denied, the financial institution that issued your MasterCard card will be able to explain the reason. Typically, there is a customer service number for your financial institution on the back of each card that you can call. You can always contact the MasterCard Assistance Center at 1-800-307-7309 or 'Collect' by dialing 1-636-722-7111.

Q: Questions not answered here

A: If your question is not listed among the previous topics and questions, your best option is to contact the financial institution that issued your account as only they hold account specific and unique information. Typically there is a customer service number for your financial institution on the back of each card that you can call. You can always contact the MasterCard Assistance Center toll free at 1-800-307-7309 or 'Collect' by dialing 1-636-722-7111.
If you believe that your question can only be answered by MasterCard:

If you believe that your question can only be answered by MasterCard, Click here to submit your question.