We’re currently experiencing a high volume of dispute queries and it may take our team longer to respond at this time. We’re sorry for any inconvenience this may cause and thank you for your patience. Please be assured your dispute will be processed within the permitted timescales.

We may send you an SMS to update you on the progress of your dispute, so please make sure we have the correct mobile phone number for you. We'll never ask you to click on a link or respond to an SMS that we've sent to you regarding your dispute.

I don't recognise a transaction

If you don’t recognise a transaction, you’ll find everything you need to know here.

There may be a number of reasons why there’s a transaction on your account that you don't recognise. Here are some possible explanations that might help you identify the transaction.
 

Check the retailer's name

Retailers sometimes trade under different names, so the one on your statement might not be what you expect. Try searching the retailer's name on the internet to find out more.

 

Look out for additional charges

Some retailers, such as hotels, taxis, airlines or hire cars, can add additional surcharges.

 

Double-check your receipts and your email inbox

Look through your receipts to see if you have any from the same day and for the same amount but with a different retailer name. You could also check your email inbox, as you often get confirmation emails or receipts by email and these might show different retailer names.

 

Adjacent transactions

Look at other transactions showing on your statement at a similar time. This may remind you where you were when you made the transaction that you don't recognise.

 

Think about exchange rates

If the transaction you don't recognise was made in a foreign currency, the final amount could be different to the amount at the time of purchase.

 

Ask another cardholder

If you have an additional cardholder on your account, they may have made the transactions.

 

Free trials

If you've signed up for a free trial recently, check the free trial period and terms and conditions of the trial. The free trial may have expired and you may now be paying for goods or services.

 

I recognise a transaction, but want to dispute it

First steps

In most cases you’ll need to try and solve the problem by contacting the retailer first.

If you’re unsuccessful, please submit a claim using our online Card Dispute Declaration form. If your dispute is travel related, please submit a claim using our online Disputed Travel Services form.

The information below may help you solve the problem and it advises what information you’ll need to have ready when you contact us.

 

Contact us

When you know that there is an issue, it’s important you contact us as soon as possible as we have 120 days from the date of the transaction to raise the dispute on your behalf. This includes any time it takes for you to provide further information or evidence to us.

For disputes such as non-receipt of goods/service, defective goods or goods/services not as described, this timeframe may extend if you expected to receive the goods/services at a later date.

Once you’ve contacted us, it can take time for us to review all of the information and investigate your dispute. If we need any further information in that time, we will contact you.

 

What happens next?

The retailer and their bank have an opportunity to respond with comments and evidence of their own. This can take up to 45 days. We may contact you at a later date and ask you to provide further comments and/or evidence to continue with your dispute.

The majority of disputes will be complete within three months of the date it's first raised with the retailer.

Section 75 of the Consumer Credit Act

In some cases, you may have protection under Section 75 of the Consumer Credit Act. This will apply where the transaction was made wholly or in part on your Partnership Card and your dispute relates to a total contract purchase of over £100 and up to and including £30,000.

Section 75 provides protection for either of the following:

  • A breach of contract (for example, non-receipt of goods/services or goods that don’t match the description of what you ordered)
  • Misrepresentation (for example, the retailer made false promises to get you to purchase their goods or service)


If your dispute is unsuccessful and there has been a breach of contract or misrepresentation by the retailer, your case will be passed to the Section 75 specialist team to review and we may be in contact again if we need any further information. 

Chargebacks

Chargeback is another kind of consumer protection available through your card provider. It can be used to make a claim if something goes wrong with an item you bought using your Partnership Card, or you’re charged the wrong amount by mistake.

Where Section 75 is limited to bigger credit card buys over £100, Chargeback potentially covers purchases of any value but the way it works is different. A Chargeback claim only covers the amount of the transaction processed on your Partnership Card. Time limits apply to certain types of Chargeback claims – the most common being 120 days – but we’ll consider claims outside these time limits, depending on the circumstances of each claim.

Unlike Section 75, which is a legal requirement, Chargeback is governed by Card Scheme Rules set out by MasterCard.

Customers who want to claim under Section 75 should be advised that their Partnership Card claim will be worked as a dispute/chargeback initially and, if this results in an unsuccessful claim and there has been a breach of contract or misrepresentation by the retailer, their case will be passed to the Section 75 specialist team to review.

The Chargeback process will be quicker and most of the same information and evidence is required to process the claim under both chargeback and Section 75.

Order / dispatch notes
Retailers often confirm via email or post when an order has been processed and/or when it has been dispatched (and expected date).


Terms of delivery
Have you allowed sufficient time for delivery?


Expected date of delivery
Has the delivery date that was agreed with the retailer passed?


Status updates
The retailer may have extended the delivery period due to reasons such as low stock.


Check with neighbours
Goods are often left with neighbours so it may be useful to check with them.


Junk email
Confirmation or digital goods are often sent via email and can get lost in your junk mail folder.


Refund promise
The merchant may have been unable to fulfil your order and has offered a refund.


Speak to the retailer
They are responsible for fulfilling your order, and in most cases will be able to provide a status update or resolve your query.

 

If the above steps have not helped to resolve your dispute, please submit a claim using our online Card Dispute Declaration form.

What information will I need to raise the dispute?

  • Your Partnership Card number
  • The transaction details including amount, date and description on your statement
  • Details of the goods/service you were expecting to receive
  • Date that you were expecting to receive the goods/service
  • Details of your attempt to resolve your dispute with the retailer, including date of most recent contact, name of the person you spoke to and their response

Product description
Could the retailer have notified you of a change in the product or specified that the product may differ from the description / picture given? This may sometimes be caused by the manufacturer releasing slightly different versions or low stock in certain colours or options.


Refund promise
Has the retailer offered a refund or sent a replacement?


Troubleshooting guide
Try consulting the product guide which may help you to resolve the fault/damage.


Speak to the retailer
In most cases the retailer will be able to provide a status update or resolve your query.

 

If the above steps have not helped to resolve your dispute, please submit a claim using our online Card Dispute Declaration form.

What information will I need to raise the dispute?

  • Your Partnership Card number
  • The transaction details including amount, date and description on your statement
  • Details of the goods/service you were expecting to receive
  • Date that you were expecting to receive the goods/service
  • Details of your attempt to resolve your dispute with the retailer, including date of most recent contact, name of the person you spoke to and their response

Machine errors
Did you enter your details more than once?


Terms of service
Have you allowed sufficient time for fulfilment of the order?


Status updates
The retailer may have sent an update or extended the delivery or activation period.


Email junk
Confirmations or digital goods are often sent via email and can get lost in your junk mail folder.


Refund
The merchant may have refunded your account if the original transaction didn’t go through correctly.


Speak to the retailer
They are responsible for fulfilling your order and, in most cases, will be able to provide a status update or resolve your query.

 

If the above steps have not helped to resolve your dispute, please submit a claim using our online Card Dispute Declaration form.

What information will I need to raise the dispute?

  • Your Partnership Card number
  • The transaction details including amount, date and description on your statement
  • Details of the goods/service you were expecting to receive
  • Date that you were expecting to receive the goods/service
  • Details of your attempt to resolve your dispute with the retailer, including date of most recent contact, name of the person you spoke to and their response

Additional charges
Taxes, service fees and card surcharges can be added to payments.


Exchange rates
Currency amounts can often differ from the transaction amount at point of purchase. For example, retailers may have offered a currency conversion service at the point of payment.


Multiple payments
Some merchants bundle smaller payments into one larger invoiced transaction.


Speak to the retailer
They are responsible for fulfilling your order, and in most cases will be able to provide a status update or resolve your query.

 

If the above steps have not helped to resolve your dispute, please submit a claim using our online Card Dispute Declaration form.

  • What information will I need to raise the dispute?
  • Your Partnership Card number
  • The transaction details including amount, date and description on your statement
  • Details of the goods/service you were expecting to receive
  • Date that you were expecting to receive the goods/service
  • Details of your attempt to resolve your dispute with the retailer, including date of most recent contact, name of the person you spoke to and their response

Terms and conditions
Are you within the terms of refund/cancellation with the retailer or vendor?

For example:

  • Hotel bookings often have refund restrictions
  • Travel tickets can often be non-refundable
  • Stores often issue credit vouchers instead


Please allow sufficient time for a refund to be processed and credited back to your Partnership Card.


Alternative credit
Could the refund have been issued via an alternative method such as a cheque or voucher?


Your email inbox
Retailers often send confirmation emails which may state why a refund has not been received (don't forget to check your junk email folder).


Speak to the retailer
They are responsible for fulfilling your order, and in most cases will be able to provide a status update or resolve your query.

 

If the above steps have not helped to resolve your dispute, please submit a claim using our online Card Dispute Declaration form. If your dispute is travel related, please submit a claim using our online Disputed Travel Services form.

 

What information will I need to raise the dispute?

  • Your Partnership Card number
  • The transaction details including amount, date and description on your statement
  • Details of the goods/service you were expecting to receive
  • Date that you were expecting to receive the goods/service
  • Details of your attempt to resolve your dispute with the retailer, including date of most recent contact, name of the person you spoke to and their response

We can only stop future recurring payments. Your agreement with the retailer may be legally binding. Please check the correct cancellation procedure with the retailer.

Keep any records of date, time, contact names, details and conversations with the retailer. While we endeavour to stop the subscription for you, there is no guarantee that it’ll be effective unless the transaction matches the details you’ve provided.

It may not be possible for us to stop the next payment and you may still be liable for monies owed.

If your subscription is an auto-renewal (for example, a McAfee annual payment), you must cancel with the merchant.

 

Cancellation notice
Has the retailer received or confirmed receipt of your notice of cancellation?

Terms of service
Have you allowed sufficient time for the cancellation? Some subscriptions can have a termination period of up to 30 days.

Speak to the retailer
In most cases they’ll be able to provide a status update or resolve your query.

Cancellation with Partnership Card
If you cancelled the payment directly with us, we may be able to dispute this transaction. However, you should still contact the retailer if you still have an outstanding contractual agreement with them.

 
If the above steps have not helped to resolve your dispute, please submit a claim using our online Card Dispute Declaration form.

What information will I need to raise the dispute?

  • Your Partnership Card number
  • The transaction details including amount, date and description on your statement
  • Details of previous transactions under this agreement and any future expected payments
  • Date that you cancelled the recurring transaction and who you spoke to

Refund processing
It can take a number of working days for errors to be identified and reversed/refunded, so please allow sufficient time for this.

If the above steps have not helped to resolve your dispute, please submit a claim using our online Card Dispute Declaration form.
 

What information will I need to raise the dispute?

  • Your card/account details
  • The transaction details including amount, date and description on your statement
  • How much cash did you request?
  • How much cash did you receive?

Free trial
Offers of free periods or trials may have specific terms around eligibility.

Further charges
Expiry of trial periods typically take further payments/charges without warning.

Extras
The retailer may have provided additional goods or services which incur additional cost.

Speak to the retailer
Retailers are best placed to resolve your issue quickly or provide an update.

Trading standards
Scam retailers, especially those pretending to be government organisations, may be known to trading standards who can provide advice.

 

If the above steps have not helped to resolve your dispute, please submit a claim using our online Card Dispute Declaration form.

What information will I need to raise the dispute?

  • Your Partnership Card number
  • The transaction details including amount, date and description on your statement
  • Details of the goods/service you were expecting to receive
  • Date that you were expecting to receive and/or the date you did receive the goods/service
  • Details of your attempt to resolve your dispute with the retailer, including date of most recent contact, name of the person you spoke to and their response
  • Specific details of what was wrong with the goods/service – it’s useful to keep hold of any evidence you have of this as you may be asked to provide this in support of your dispute
Copyright © John Lewis Partnership
Back to top