Card dispute types

This article applies to Perk Cards only.

If you notice suspicious activity on your Perk Card account, it is important that you flag these actions as soon as possible and freeze the cards to prevent any further unauthorized transactions.

Depending on the situation – e.g., double charges, cancellation in due time, or the merchandise was not as expected – you must follow specific steps and gather supporting proof.

Caution: Your Perk Card card admin has up to 120 days from the transaction date to dispute a transaction; therefore, it’s important that you report them as soon as possible.

Please note that a transaction can be disputed for one of the following 11 reasons:

 

The amount of the sales was raised

Action required Required proof

If the amount of the sales was raised, you have to:

  1. Contact merchant and clarify why the amount of the sales was raised – ask to refund the difference
  2. If the merchant is not responsive/reachable, please obtain a copy of the sales slip including original amount
  3. Contact Card Fraud team to report the issue following the steps in Reporting fraudulent transactions on your Perk Card, explaining the incident in detail and attaching the previously obtained documents
  • Copy of the sales slip including original amount

The amount has already been paid by other means

Action required Required proof

If the amount has already been paid by other means, you have to:

  1. Contact merchant and clarify why the amount was charged twice – ask to refund the duplicate charge

  2. If the merchant is not responsive/reachable, please obtain a cash receipt,

    debit note, etc.

  3. Contact Card Fraud team to report the issue following the steps in Reporting fraudulent transactions on your Perk Card, explaining the incident in detail and attaching the previously obtained documents
  • Cash receipt, debit note, etc.

The amount was debited twice/multiple times

Action required Required proof

If the amount was debited twice/multiple times, you have to:

  1. Contact merchant and clarify why the amount was charged twice or even more, and ask to refund the duplicate/multiple charges
  2. If the merchant is not responsive/reachable, please obtain a document about the correct transaction
  3. Contact Card Fraud team to report the issue following the steps in Reporting fraudulent transactions on your Perk Card, explaining the incident in detail and attaching the previously obtained documents
  • Documentation about the correct transaction

The recurring transaction (subscription) was cancelled in due time

Action required Required proof

If the recurring transaction (subscription) was cancelled in due time, you have to:

  1. Contact merchant and clarify why the cardholder was charged, even though the subscription was cancelled in due time, and ask to refund the last charge billed by the merchant
  2. If the merchant is not responsive/reachable, please obtain a copy of the cancellation
  3. Contact Card Fraud team to report the issue following the steps in Reporting fraudulent transactions on your Perk Card, explaining the incident in detail and attaching the previously obtained documents
  • Copy of the cancellation

The service was cancelled in due time

Action required Required proof

If the service was cancelled in due time, you have to:

  1. Contact merchant and clarify why the cardholder was charged, even though the service was cancelled in due time, and ask to refund the last charge billed by the merchant
  2. If the merchant is not responsive/reachable, please obtain a copy of the booking documents, cancellation details
  3. Contact Card Fraud team to report the issue following the steps in Reporting fraudulent transactions on your Perk Card, explaining the incident in detail and attaching the previously obtained documents
  • Booking documents
  • Cancellation details

The service was not provided as promised

Action required Required proof

If the service was not provided as promised, you have to:

  1. Contact merchant and clarify why the service was not provided as promised, and ask for a refund
  2. If the merchant is not responsive/reachable, please obtain a copy of the booking documents
  3. Contact Card Fraud team to report the issue following the steps in Reporting fraudulent transactions on your Perk Card, explaining the incident in detail and attaching the previously obtained documents
  • Description of the incident
  • Booking documents

I have not received the merchandise I paid for

Action required Required proof

If you I have not received the merchandise you paid for, you have to:

  1. Contact merchant and clarify why the paid merchandise was not received as promised, and ask for a refund
  2. If the merchant is not responsive/reachable, please obtain a copy of the order confirmation, copy of an email to the merchant
  3. Contact Card Fraud team to report the issue following the steps in Reporting fraudulent transactions on your Perk Card, explaining the incident in detail and attaching the previously obtained documents
  • Order confirmation
  • Copy of an email to the merchant

The merchandise was defective / not as described

Action required Required proof

If the merchandise was defective or not as described, you have to:

  1. Contact merchant and ask for a refund for the merchandise that was defective/not as described
  2. If the merchant is not responsive/reachable, please obtain a copy of the order details
  3. Contact Card Fraud team to report the issue following the steps in Reporting fraudulent transactions on your Perk Card, explaining the incident in detail with a defect description and attaching the documents obtained before
  • Defect description
  • Order details

The ATM has not withdrawn the requested amount

Action required Required proof

If the ATM has not withdrawn the requested amount, you have to:

  1. Wait 24-48 hours as usually – the ATM will balance and only post the actual amount withdrawn when the transaction is settled
  2. If the amount debited is still incorrect after 48 hours, please obtain the details of the ATM bank.
  3. Contact Card Fraud team to report the issue following the steps in Reporting fraudulent transactions on your Perk Card, explaining the incident in detail and attaching the details obtained before

 

  • Details of the ATM bank

The merchant’s promised credit has not been credited

Action required Required proof

If the merchant’s promised credit has not been credited, you have to:

  1. Contact merchant and clarify why the promised credit has not been credited
  2. If the merchant is not responsive/reachable, please obtain the merchant’s credit confirmation
  3. Contact Card Fraud team to report the issue following the steps in Reporting fraudulent transactions on your Perk Card | Perk Help Center explaining the incident in detail and attaching the documents obtained before

 

  • Merchant’s credit confirmation

I neither made nor authorized the above-mentioned transaction

Action required Required proof

If you certify, that you neither made nor authorized the above-mentioned transaction, you have to:

Contact Card Fraud team to report the issue following the steps in Reporting fraudulent transactions on your Perk Card, explaining the incident in detail and attaching any proof you have obtained
  • No proof is required.

 

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