Raise a dispute with us if you can't resolve a transaction issue directly with the merchant, or if the transaction is fraudulent or unrecognised.
Steps
- Contact the merchant first. Most merchants would rather resolve a problem directly than have a chargeback filed against them.
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If that doesn't work, or the transaction is fraudulent or unrecognised, raise a dispute with us. Contact us via in-app messaging or by emailing help@letsweel.com.
- If the transaction looks fraudulent or unrecognised, we'll replace your card immediately as a security precaution. You'll need to add the new card to Apple Pay or Google Pay manually.
- Confirm your details and complete the dispute form. We'll ask you to confirm the email or mobile number on the card, the last four digits of the card, and which transaction(s) you're disputing, then complete a short, signed dispute form.
- We lodge the dispute with our card provider on your behalf once we have everything we need.
What happens next
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Timing: Raise your dispute within 90 days of the transaction date. Once lodged, resolution typically takes 45-90 days, though it can take longer, for example if the merchant contests the claim.
- If the dispute is decided in your favour, we generally credit the amount back to your account within 1-3 business days of that outcome.
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When a dispute may not be possible: Under our card network's rules, some transaction types can't be disputed as fraudulent even if unrecognised, for example contactless ("Tap & Pay") payments made from a device the card is provisioned on, or transactions verified via 3D Secure/One-Time Password (OTP). We'll let you know if this applies to your case.
- Most Weel card transactions are protected against unauthorised and fraudulent activity under Visa's Zero Liability Policy (exclusions apply, for example ATM transactions and some commercial card transactions).