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.
