If you suspect an unauthorized transaction or charge on your Reshop account or Reshop Card, you can initiate a dispute, and we'll investigate it for you. Before reaching out to us about a dispute, consider the following:
- Some businesses may appear on your statement with a different name or location than expected. If the charge seems familiar but the retailer's name is unfamiliar, cross-check your receipts or do a quick online search to match it with a recent purchase.
- There can be a delay between the time of purchase and when it appears on your account.
- Was the charge from Reshop?
- Did a family member or an authorized person make the purchase on your Reshop Card?
- Is it a recurring membership, subscription fee, or app download?
To dispute a transaction, follow these steps:
It’s important to check all the details of your transaction/s on the Reshop app before lodging a dispute. If you are sure that the transaction is suspicious/an error contact us on (888) 902 5978. You may need to provide the following information for each transaction you are disputing:
- Retailer name
- Date/time of transaction
- Transaction amount
- Claim amount
- Was your card compromised?
- Was your Reshop Account compromised?
- Was this a recurring payment?
- Have you purchased from this retailer in the past?
- Have you tried to contact the retailer to resolve?
- What merchandise or service was ordered and when was it expected to be received?
What happens after you lodge a dispute with us?
Once we receive your dispute, we will help you investigate:
- Transactions you did not authorize
- Transactions you suspect are fraudulent
- Duplicate transactions
- Transactions processed for an incorrect amount
- Purchases that didn’t arrive, were returned or were faulty (we may ask you to contact the retailer in the first instance)
- Direct debits/regular repayments that you have canceled or you do not recognize.
We’ll ensure that you are regularly updated about the progress of our investigation. If we require any further information, we will get in touch using the contact details you provided.