How can I dispute a transaction and request a chargeback?
You can dispute a transaction and request a chargeback if you believe the transaction is incorrect, unauthorized, or the result of fraud.
Step 1: Check the charge
Before requesting a chargeback, review the transaction carefully:
- Merchant looks unfamiliar? Charges are often billed under a parent company or payment processor.
- A recent subscriptions or free trial? Renewals and trial conversions are the most common cause of unexpected charges.
- Date or amount looks different? Transactions can settle later than expected or vary slightly due to currency conversion.
- Was the card shared? Check with anyone who may have had access to the card.
Step 2: When you can request a chargeback
If the charge still doesn’t look right, you may be eligible to request a chargeback if:
- You didn’t authorise the charge
- You still don't recognise the merchant after checking
- You believe the card details were compromised
- The charge has completed (and is not 'pending')
- You haven’t already received a refund
- You’ve tried to resolve the issue with the merchant, where possible
Step 3: How to request a chargeback
We'll raise a dispute on your behalf. Please contact Halocard support and include:
- Transaction date
- Amount
- Merchant name
- A brief explanation of the issue
What to expect
Disputes follow rules and timelines set by card networks (i.e. VISA) and issuing banks which are outside of Halocard's control. Once submitted, disputes typically take 30 – 90 days to complete and outcomes cannot be guaranteed.
Responsible use of disputes
Repeatedly disputing valid transactions, or raising disputes that do not follow card-network rules, may be treated as chargeback misuse by card networks or issuing partners. In these cases, account restrictions or suspension may apply. Only dispute transactions you genuinely believe are incorrect, unauthorized, or fraudulent to avoid interruptions to your Halocard account.
Updated on: 26/12/2025