A card payment dispute is when you ask us to help because something has gone wrong with a debit card or credit card payment you made to a merchant.

A dispute is usually raised when you've tried to resolve an issue directly with the merchant but haven't been able to reach a solution.

You may be able to raise a dispute if:

• You were charged twice
• You were charged the wrong amount
• You didn't receive goods or services you paid for
• The goods or services were faulty or not as described
• You were promised a refund but haven't received it
• A recurring payment continued after you cancelled it
• A service was cancelled but you weren't refunded

We’ll guide you through the dispute process and help you in raise your dispute with the merchant.

It's important to understand that Westpac does not solely determine the outcome of a dispute. Outcomes depend on a range of factors including:

• The information and evidence available
• The merchant's response
• The dispute rules and requirements set by the relevant card schemes and payment platforms

This means that your dispute may be unsuccessful if the merchant successfully challenges the claim.

Most issues can be resolved more quickly by contacting the merchant directly.

Before lodging a dispute, we recommend:

• Contacting the merchant to try and resolve the issue
• Checking receipts, emails and text messages
• Confirming the transaction with any additional cardholders linked to your account
• Searching for an unfamiliar merchant name online, as the name shown on your statement may differ from the trading name of the merchant

If you've tried these steps and haven't been able to resolve the issue, you may be ready to raise a dispute.

If you don’t recognise a transaction, or believe you were tricked, pressured or misled into making a payment, use the Fraud or Scam reporting options above instead.

I paid but didn't receive what I bought

Examples:

• Goods never arrived
• Services weren't supplied
• Orders were cancelled due to non-delivery

You may need:

• A description of what happened
• Proof of purchase
• Evidence you've tried to resolve the issue with the merchant (e.g. communication with the merchant)
• Order confirmations or delivery details

What I received was damaged, faulty or not as described

Examples:

• Product arrived damaged
• Product was significantly different from what was advertised
• Service didn't match what was promised

You may need:

• A description of the issue
• Proof of purchase
• Evidence you've tried to resolve the issue with the merchant (e.g. communication with the merchant)
• Photos or supporting evidence where available

I was promised a refund but haven't received it

Examples:

• Merchant approved a refund
• A credit was promised but never processed

You may need:

• A description of what happened
• Refund confirmation from the merchant (e.g. emails, SMS or receipts)
• The merchant’s cancellation or refund policy information

I cancelled a booking or service but wasn't refunded

Examples:

• Hotel booking cancelled
• Membership cancelled
• Service provider cancelled

You may need:

• Cancellation confirmation (e.g. evidence of your cancellation request)
• Any communication with the merchant
• The merchant’s cancellation or refund policy information

My subscription or recurring payment kept charging me

Note: Applies only when you have used your card for a payment. If you have supplied your bank account details (i.e. your BSB and Account Number) to the merchant, this is a direct debit, and you’ll need to visit our Direct Debit support page for instructions.

Examples:

• Streaming service continued charging
• Membership charges continued after cancellation

You may need:

• Cancellation confirmation
• Any communication with the merchant
• Evidence you attempted to cancel before the payment was processed
• The merchant’s cancellation policy information

I was charged more than once

Examples:

• Same purchase processed multiple times

You may need:

• A description of what happened
• Evidence you've tried to resolve the issue with the merchant

I was charged the wrong amount

Examples:

• Amount processed doesn't match receipt
• Higher amount charged than authorised

You may need:

• A description of what happened
• Receipt showing the correct amount
• Evidence you've tried to resolve the issue with the merchant

I paid another way, but my card was still charged

Examples:

• Paid cash but card transaction still processed
• Payment made using another card

You may need:

• A description of what happened
• Proof of the alternative payment method
• Receipt showing payment
• Evidence you've tried to resolve the issue with the merchant

In the Westpac App or Online Banking

1. Locate the transaction you want to dispute
2. Select the transaction, then select ‘Report this transaction’
3. Follow the prompts and answer the questions on screen

By phone

If you need assistance, contact us on 132 032 and ask to lodge a card dispute.

Additional support

If you need help using the Westpac App, we can provide assistance through our contact centres and branches.

You can upload supporting documents when submitting your dispute. Uploading documents early may help us review your claim more efficiently.

Examples of supporting information include:

• Receipts and invoices
• Screenshots
• Emails
• Cancellation confirmations
• Communication with the merchant
• Delivery information

If we need additional information later, we'll let you know.

1. We'll confirm we've received it: We'll send confirmation via email or SMS and provide you with a unique Dispute Reference Number (DRN).

2. We'll investigate the dispute: We'll work with the merchant's bank and follow the card scheme’s dispute rules to investigate the claim.

   • We may ask for more information: We'll review your dispute and may request additional information or supporting documents.
   • You may receive a temporary credit: In some circumstances, we may apply a temporary credit to your account while the dispute is being reviewed. If the dispute is unsuccessful, or if you do not provide information we ask for within the required timeframe, the temporary credit may be reversed.

3. The merchant may respond: The merchant may accept the dispute or provide information challenging the claim. If the merchant challenges the dispute, we may need additional information from you.

4. We'll advise the outcome: Once we've completed our review, we'll let you know the outcome and any next steps.

You can check the status of your dispute through the Westpac App or Online Banking.

Westpac App

Search for and select: Track your service requests

Online Banking

Select: Requests

You can also contact the Card Disputes team for updates on your dispute.

We'll keep you informed throughout the dispute process and contact you if we need anything further from you.

Dispute timeframes can vary depending on the complexity of the claim, the merchant's response and the evidence required.

Disputes are usually resolved within 45 days of receiving the information required to investigate the claim.