Raising a Dispute on a Transaction

Learn when and how to raise a dispute on a Capital on Tap Business Credit Card transaction, and what happens after you submit one.

Overview

Any cardholder can raise a dispute if they believe a transaction on their Capital on Tap Business Credit Card was incorrect or unauthorised. 

What is a dispute?

A dispute is a formal request to investigate a transaction on your card. You can raise a dispute if any of the following apply:

• You were charged an incorrect amount by a merchant.

• The goods or services you received were not as described.

• A refund from a merchant has not arrived within the legally required timeframe.

• You believe someone used your card without your authorisation.

As a business credit card, the Capital on Tap Business Credit Card isn't covered by Section 75 of the Consumer Credit Act. Instead, we handle disputes through the Visa chargeback scheme. Read Section 75 vs Chargeback to understand the difference.

Which transactions can I dispute?

You can only raise a dispute on transactions with an authorised or pending status. Transactions in any other status are not eligible for dispute.

If a transaction is pending, any funds will not be released until it has cleared.

Is there a waiting period before I can raise a dispute?

For some disputes, there's a 15-day waiting period before we can raise a dispute on your behalf. This period starts from the date you first contacted the merchant.

This waiting period allows the merchant time to respond or resolve the issue directly. If the merchant is unresponsive or the issue is unresolved after 15 days, you can proceed with raising a dispute.

In most cases, we can only submit a chargeback within 120 days of the original transaction date, so it's best to raise a dispute as soon as possible.

How do I raise a dispute?

You can raise a dispute through the web portal. There's no fee to do this. Before you start, you'll usually need to have already contacted the merchant directly and given them a chance to resolve the issue.

To raise a dispute:

1. Log in to the web portal.

2. Navigate to the 'Transactions' section.

3. Find and click on the transaction you want to dispute.

4. Scroll down and select 'Any questions? Get help'.

5. Complete the form on the following page, providing details about the transaction and any evidence you have.

You cannot raise a dispute in the Capital on Tap app.

What happens after I raise a dispute?

Once you submit a dispute, we'll investigate it on your behalf.

• The card associated with the disputed transaction will be cancelled immediately. You'll need to request a new card to continue making payments.

• We aim to review your dispute and resolve it within 3 business days, depending on the complexity.

• Once we've reviewed your dispute, we send it to the merchant as a formal chargeback. The merchant then has up to 30 days to respond.

You'll be informed of the outcome by email. We'll do everything we can to resolve your dispute, but a successful outcome isn't guaranteed – this depends on the Visa chargeback process and the merchant's response.

You can check the status of your dispute by contacting our Customer Service team on 020 8962 7401.

Are there any fees?

No, there's no fee to raise a dispute.

What is a network reference number?

A network reference number is a unique identifier assigned to a transaction. This can help a merchant locate a transaction in their system. If a merchant is unable to find your transaction, you can provide them with this number. If the merchant is still unable to locate the transaction, they may need to escalate it to their payment processor.