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Initiate a dispute request for credit card transactions
Initiate a dispute request for credit card transactions

Initiate a dispute request for credit card transactions

Dispute Resolution

You may initiate a dispute request via the Bank for reversing or refunding transactions under specific circumstances of the dispute resolution scheme, such as unauthorized transactions or failed delivery of goods/ services by the merchant after a one-off pre-payment.

Please note that not all credit card transactions are protected by dispute resolution. Credit card instalments are loan agreements between Cardholders and the Bank. The Bank advances a one-off loan to Cardholders and pays the full amount to the merchant, while Cardholders undertake to repay the Bank by instalments. Therefore, Cardholders are bound to repay on time to the Bank until the loan is paid off.

How to initiate a dispute request

You may submit your request via the following channels:

  1. Call our 24-hour Customer Service Hotline for dispute transaction inquiry (Standard Chartered 2886-4111 / MANHATTAN 2881-0888); OR
  2. Download the Cardholder’s Declaration of Dispute and return the form along with supporting documents to the Bank by email or post.

Supporting documents may include (but are not limited to) the related transaction receipts, contracts, or proof of the merchant failing to deliver the goods/ services.

Processing times

For any transactions in doubt, you should raise the dispute within 60 days upon the statement issuance date.

The processing time generally takes around 60-90 days upon receiving all documents but may vary depending on the complexity of the request. The Bank will raise the request for you against the acquirer. If the request has been accepted by the acquirer, the amount will be reimbursed to you via the Bank.

Upon merchant closure or failure to deliver goods/ services, the request deadline varies by different card associations (generally within 75-120 days). You should initiate the request with adequate and valid supporting documents as soon as possible. The Bank reserves the right to accept the dispute request, and the decision of the Bank shall be final and binding.