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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
  • Expiry Date of Card

The merchant should send the request to our authorisations team by:

  • Email address: - 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.