It's not uncommon for transaction disputes
to be the result of a misunderstanding.
Before contacting your merchant or the
Latitude Financial team to raise a
transaction dispute, please take a moment to
consider the following scenarios and whether
they apply to your individual situation:
I did not authorise the transaction / I
do not recognise the company name on my
statement
Many companies use different trading and
merchant names to identify their stores.
This is especially prevalent for online
merchants. If you do not recognise a
merchant description on your statement, a
quick internet search or phone call to the
company may help clarify the nature of the
goods or services they provide.
If your account has supplementary
cardholders, be sure to check whether they
could have made the purchase(s) in question.
Finally, it's a good idea to think back to
the date and dollar amount, as this may
prompt your memory. If you use a calendar or
diary, check what you were doing on the day
of the transaction (include dates either
side, as it’s not uncommon for there to be a
delay from when you make a purchase, to when
it shows on your account).
When can I request Latitude to resolve a
disputed transaction?
Under the Mastercard and/or VISA Scheme
rules, Latitude Financial Services can
dispute transaction(s) on your behalf,
provided certain conditions are met. This
process is called Chargeback. It is
important to note that a chargeback (if the
right is available) for a transaction on
your account is only available for
transactions linked to a scheme transaction:
NOTE: We cannot claim a right of
chargeback if your claim relates to the
Retail Finance feature on your CreditLine
card e.g. Buy Now, Pay Later, Interest
Free or Instalment Interest Free
purchases. See 'Who do I speak to if I
have a dispute about my interest free
transaction?' FAQ below.
Some examples of acceptable reasons for
dispute under the Mastercard and VISA
Scheme include:
The goods received are not as
described
Check the merchant’s return policy. This
policy should be clearly displayed in-store
or on the sales voucher.
Important: In face to face transaction
environments, always inspect the goods
carefully before purchase. Furthermore,
obtain a detailed description of the
goods/services on an invoice before/with
payment wherever possible.
The goods or services are not
received/rendered
Double check the expected date of delivery,
as you are unable to initiate a transaction
dispute if this date has not yet passed.
If you purchased the goods from overseas,
consider whether the goods could have been
confiscated by Australian Customs. Refer to
the Australian Custom website for more
information.
Important: Before making purchases from
overseas merchants, familiarise yourself
with Australian customs rules. When you are
having goods delivered (domestically or
internationally), always obtain written
confirmation of the expected delivery date.
The transaction amount on my statement
differs from my receipt
This usually happens when you have made a
purchase overseas or the merchant is based
overseas. Foreign currency exchange rates
change daily and therefore the amount you
pay may differ depending on exactly when you
make a purchase.
I do not remember making a purchase on
the date reflected in my statement
As with scenario one, think back to the date
and dollar amount to help prompt your
memory. If there are any supplementary
cardholders on your account, be sure to
check with them.
Finally, it’s not uncommon for there to be a
delay from when you make a purchase, to when
it shows on your account. Please consider
purchases you may have made a few days
either side of the transaction date on your
statement.
If you have considered the above scenarios
and are still questioning one or more
transactions on your account, please call us
immediately so we can investigate the issue
and if required, block your card/account to
prevent further unauthorised purchases.