Searching...
Register for Online Banking Lodge a dispute

What should I do before lodging a dispute?

If you don't recognise a transaction or feel you've been incorrectly charged by the merchant, before lodging a dispute, check if:

 

  1. The business trades under a different name to the one they registered. Select the transaction and use the Look Who’s Charging feature for more details like:
    • The trading name and logo
    • A map of the transaction location
    • An address, phone number, and website, if available.
  2. You can resolve the issue with the merchant directly.

 

If you still don’t recognise the transaction or can't resolve the issue with the merchant, dispute the transaction in Online Banking or the Westpac App.

How do I dispute a card transaction?

You can do this in Online Banking or the Westpac App. If the transaction is pending, wait until it clears.

In the Westpac App

Make sure you update to the latest version of the app. 

  1. Tap the transaction to look up the merchant​
  2. Tap 'Report this transaction'​
  3. If no merchant information is available, tap 'Options​'
  4. Complete the details​

In Online Banking

  1. Select the transaction​
  2. Select 'Report this transaction'

Online enquiries

Frequently Asked Questions

Don’t recognise the merchant?
If you can’t match a transaction to a receipt, look up the merchant in Online Banking or the Westpac App. Select the transaction to see the merchant logo, trading name, contact details and location map.

Sometimes a transaction is the result of a misunderstanding and easily resolved with a call to the merchant.

Call the merchant if you’ve been charged twice, charged the wrong amount or charged for a cancelled service. If you can’t resolve the issue, dispute it in Online Banking or the Westpac App.

Need to download the Westpac App?

Download from the Play Store

Download from the App Store

Need to register?

Register for Westpac Online Banking in minutes.

Register

Contact us securely

Call us from the Westpac App to skip the security questions and talk to the right person.

Contact us in the Westpac App

Things you should know

Read the Westpac Online Banking Terms and Conditions (PDF 1MB) at westpac.com.au before making a decision and consider whether the product is right for you. 

 

The merchant information has been provided by Look Who's Charging. Westpac cannot guarantee the accuracy or completeness of this information. Found a mistake or something missing in these merchant details? Send them a message.