Disputes & chargebacks

Understand how to dispute an eftpos transaction.



What’s a dispute (and is it the same as a chargeback)?

A dispute is when you want to challenge an eftpos transaction – usually when you don’t think you’ve been fairly charged. For example, you might want to raise a dispute if:

  • You don't recognise the merchant
  • You were charged twice for the same goods / service
  • You paid for goods that you didn't receive

Disputes are also referred to as ‘chargebacks’ – the terms are used interchangeably.


How do I raise a dispute?

Your first port of call is your bank (whoever issued the card connected to the transaction). You will have a certain number of days from the date of the transaction to raise the dispute, so do this as soon as you become aware of a potential issue.


How do disputes get resolved?

The good news: eftpos has implemented a centralised disputes and chargeback system that supports your bank in resolving eftpos disputes promptly. Your bank will be your point of contact throughout the process – they’ll create and manage your dispute case, liaise with the merchant’s bank on your behalf, and let you know what the outcome is.


How long will it take to resolve my dispute?

It can take up to 45 days from the time you contact your bank – and possibly longer if your bank and the merchant’s bank can’t agree. Your bank will keep you posted if this happens.