Can I cancel or dispute a pending transaction?
A dispute can only be lodged once the transaction has been fully processed. A pending transaction can be released or reversed at any time if the merchant submits a request to the Bank.
To request for the release or reversal of a pending transaction, the merchant will need to provide us with the following transaction details on their company letterhead.
- Date of Transaction
- Customer's full name
- Full Card Number
- Authorisation amount
- Authorisation number (if available)
- Reason for removal
The merchant should send the request to our authorisations team by:
- Email address: email@example.com - As well as including a company letterhead, email requests must also come from the business/company email address
- Fax: (03) 6208 4082
If we do not receive all of these details from the relevant merchant, we may not be able to release or reverse a pending transaction.
If you require further assistance, please call us on 1300 651 089 within Australia or +61 2 9155 7700 from overseas.