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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

Before trying these instructions make sure you update to the latest version of the app.  

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

In Online Banking

  1. Select the transaction​
  2. Select dispute transaction​

Frequently Asked Questions

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.

Need to download the Westpac App?

Things you should know

Read the Westpac Online Banking Terms and Conditions (PDF 555KB) at 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.