We understand how worrying it can be to find an unfamiliar transaction on your account. Do not worry, we’re here to help you sort it out quickly and safely.
Step 1: Check if the transaction is genuine
Before raising a dispute, try searching for the merchant's name that appears in your transaction history. Some retailers use different registered names for their billing, so what looks unfamiliar may turn out to be legitimate.
Keep in mind that some payments may take a few weeks to appear on your statement, so review all transactions made during that period.
Step 2: If the transaction is unauthorised or incorrect
Follow these steps to file a dispute or chargeback request:
Complete the Cardholder Transaction Dispute & Chargeback Form
Attach any supporting documents requested in the form.
If you’re disputing more than 3 transactions, attach your transaction history and clearly highlight the related charges.
Click Submit once everything is ready.
Important notes
Lock your card immediately in the YouTrip app if you suspect unauthorised activity.
Submit your chargeback request within 45 days from the transaction date.
Once submitted, your case will be investigated thoroughly according to Mastercard’s rules and timelines. The outcome depends on the merchant’s processing bank and the investigation results.
If you were charged in the wrong currency
Some merchants pre-authorise your card in their local currency before completing the transaction in another currency. This can appear as a duplicate charge in your transaction history.
The pre-authorisation will usually expire or be cancelled by the merchant within 14 days, and the held amount will automatically return to your wallet.
If the refund doesn’t appear, contact the merchant directly first to resolve the issue.
If you still need help, reach out to our Customer Experience Team at customer.au@you.co