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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. Refer to the section “Important Reminders regarding Request Deadline and Ineligible Transactions” for more details.

Before you submit

Possible Explanations
  • The purchase was made by a supplementary cardholder.
  • The merchant may be registered using a different name from the shop / webpage
  • A free trial that you previously subscribed to has ended and has been extended automatically
  • A recurring payment that you have signed up for some time ago is billed to you again
  • Exchange rates are applied, and extra fees are charged for purchases made in foreign currency
For Card Lost or Stolen, or Unauthorised Transactions
  • Report to the Bank immediately to block your card.
  • Refer to our Card Terms and Conditions on your protection and liability for lost/ stolen credit cards.
  • It is mandatory to block your card before an unauthorised transaction dispute can be raised in accordance with VISA/Mastercard/UnionPay guidelines.
  • Transactions cannot be categorized as “unauthorised” if you have participated in the transaction with the merchant, please refer to the below section for “authorised transactions” information on further processing.
For Authorised Transactions with Issues on the Transaction Details

Contact the merchant if possible

  • The Bank only receives limited transaction details from the merchant’s bank and then processes and posts the transaction based on the information received.
  • Contacting the merchant could be a quicker and more direct way to resolve the query / issue.

Contact Standard Chartered Bank (Hong Kong) Limited (“SCB”)

  • If the merchant can’t help, or if you cannot reach the merchant, contact us as soon as possible with supporting documents such as receipts and credit slips.
Remember that Chargeback / Dispute applications must be raised within or on 60 calendar days of the statement issue date.

Standard Chartered Bank (Hong Kong) Limited (“SCB”) Cardholders can apply for a refund of a payment (ie. Chargeback) for transactions in dispute of liability, in which such service is offered by Card Associations (e.g. VISA, Mastercard and UnionPay) to Cardholders.

These cases may have arisen from merchant issues, technical issues or fraud attempts and the Bank could process the application.

The Cardholder is still under protection even after successfully paying the Credit Card Balance, however the application must be raised within or on 60 calendar days of the statement issue date.

Common dispute issues include Transaction currency and/or amounts which the Cardholder believe are incorrect, Duplicated billing or Paid by other means. Please refer to the section “How can I submit a Chargeback Application?” for more details.

Kindly note that not all credit card transactions are protected by dispute resolution. Please refer to the section “Important Reminders regarding Request Deadline and Ineligible Transactions” for more details.

Standard Chartered Bank (Hong Kong) Limited (“SCB”), as the card issuing bank, will first conduct internal investigations, then if necessary, pass the case to the respective card association and act on your behalf for negotiations with the respective card association.

Not all credit card transactions are protected by chargeback / dispute resolution.

Requests submitted after the deadline
Chargeback requests should be raised within 60 calendar days of the statement issue date.
For cases where the reason of request is that the merchant closed resulting in failure to deliver goods and/or services after a one-off pre-payment / instalment, the eligible claim period shall not exceed 540 days (for VISA and MasterCard) and 360 days (for UnionPay) from the transaction posting day.

After this 60-day / 360-day / 540-day period, the Bank reserves the right to reject any request. Cardholders shall be responsible for any loss or damage (if any) arising out of or in connection with the relevant Card transaction.

Credit Card Instalments
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 and not the merchant by instalments.
Cardholders can still raise chargeback request on the transaction to the merchant itself but are still bound to repay the instalment amount on time to the Bank while the chargeback request is still in progress.

Online Transactions with One-time Password (OTP) Authentication
Numerous online merchants have implemented secure payment technologies. The Cardholder’s identity is verified by the one-time password (OTP) sent to the Cardholder’s registered mobile phone with the issuing bank via SMS. Authentication must be completed before the purchase can be executed. Since the transaction is authenticated, the liability would be on the Cardholder and “Unauthorised Transaction” cannot be used as a reason for chargeback application

Face-to-Face transactions (i.e. Card-Presented) where magnetic strip is not used (i.e. chip read)
Since the transaction is authenticated, the liability would be on the Cardholder and “Unauthorised Transaction” cannot be used as a reason for chargeback application.

Transactions processed via various e-Wallets including but not limited to Apple Pay, Samsung Pay, Alipay, WeChat Pay, Octopus Wallet and SC Pay aka. FPS using Credit Card
Since the transaction is authenticated, the liability would be on the Cardholder and “Unauthorised Transaction” cannot be used as a reason for chargeback application.

Other Reasons
For example, quality of goods and/or service provided by a merchant or contract-related disputes are not covered service offered by Card Associations.

How to submit

You should initiate the request with the substantial supporting documents as soon as possible.

1. Gather the necessary supporting documents

The below table lists out substantial supporting required. More supporting may be required depending on each unique case.

Dispute Reason
Substantial Supporting
Transaction currency and/or amounts which the Cardholder believe are incorrect • Sales invoice and/or receipt to show incorrect currency/amount billed

• Supporting document to prove the original/agreed transaction currency

• Proof of dispute raised with the merchant (e.g. email correspondence)

Duplicated billing • Sales invoice and/or receipt

• Proof of dispute raised with the merchant (e.g. email correspondence).

Paid by other means • Sales invoice and/or receipt

• Proof of dispute raised with the merchant (e.g. email correspondence).

• Supporting document for the payment by other means

Merchant agreed to refund but such is not received • Proof of refund acknowledgement by the merchant (Example: refund note)

• Proof of dispute raised with the merchant (e.g. email correspondence)

Merchant claimed that the credit card payment failed but Cardholder was still billed • Proof of refund acknowledgement by the merchant (Example: Void slip / refund note)

• Proof of dispute raised with the merchant (e.g. email correspondence)

• Proof of failed credit card payment

Recurring direct debits and regular payments that the Cardholder has previously cancelled, where the cancellation date is before the recurring bill • Proof of cancellation request made to the merchant

• Proof of merchant’s acknowledgement of the cancellation

• Proof of dispute raised with the merchant (e.g. email correspondence)

Goods and/or service received is not as described, for example, counterfeit goods
(Note: Not applicable to UnionPay)
• Sales invoice and/or receipt

• Proof of dispute raised with the merchant (e.g. email correspondence) and attempt to resolve the matter / returned merchandise / attempt to returned merchandise

• Details of what was not as described

• For counterfeit goods, proof from an expert or professional / the owner of the intellectual property or its authorized representative / a customs agency or law enforcement agency that supports the claim

Goods and/or services that the Cardholder did not receive but are paid for • Sales invoice and/or receipt

• Proof of delivery date

• Proof of dispute raised with the merchant (e.g. email correspondence) and attempt to resolve the matter

Merchant closure resulting in failure to deliver goods and/or services after a one-off pre-payment (inclusive of payments by instalments) • Sales invoice and/or receipt of pre-payment indicating that goods and/or services are still outstanding

• Detailed description of the goods/services purchased

• Proof of dispute raised with the merchant (e.g. email correspondence) and attempt to resolve the matter

Not receiving cash or only receiving the partial amount after performing Cash Advance via ATMs • ATM Slip

• Details of the transaction such as ATM Location, Date & Time of Transaction, Cash Amount

Transactions which the Cardholder believe are unauthorized and are fraudulent • Documents required are subject to a case-by-case basis. For example, Police Statement would be required for lost card.
You should supplement more information if you believe it is necessary.

2. Submit your request via the following channels:
– Initiate a dispute request via Online Banking or SC Mobile. After submission, you will be able to track the status of your request online anytime.
– Call our 24-hour Customer Service Hotline (Standard Chartered 2886-4111 / MANHATTAN 2881-0888); OR
Download and complete the Cardholder’s Declaration of Dispute. Return the form along with supporting documents to the Bank by email or post as stated in the form.

For transactions made using a Supplementary Card, the Primary Cardholder should submit the request.

Frequently asked questions after submission

  1. Upon receiving your application, the Bank will perform preliminary checking such as if the request is submitted after the deadline.
  2. If necessary, the Bank will then submit the request along with supporting documents to the respective Card Association for their further investigation.
  3. During the investigation, the Bank may contact you to obtain further information and/or supporting documents.
  4. The processing time generally takes around 60-90 days upon receiving all documents but may vary depending on the complexity of the request.
  5. The time limit for chargeback requests varies by different card associations, details as below –
IMPORTANT NOTES:

**AS THE BANK WOULD NEED TO FIRST PROCESS YOUR APPLICATION, REQUESTS STILL HAVE TO BE SUBMITTED WITHIN 60 CALENDAR DAYS OF STATEMENT ISSUE DATE**

**THE BELOW TABLE IS STRICTLY FOR REFERENCE ONLY AND GUIDELINES FROM CARD ASSOCIATIONS MAY CHANGE FROM TIME TO TIME AND WITHOUT PRIOR NOTICE.**

Dispute Reason
Card Association
VISA MasterCard UnionPay
Incorrect Transaction Currency/ Amount Within 120 calendar days
from the transaction processing date
Within 90 calendar days
from the transaction processing date
Within 150 calendar days from the transaction processing date
(including 30 calendar days mandatory retrieval request time)
Duplicated billing Within 120 calendar days from the transaction processing date Within 90 calendar days
from the transaction processing date
Within 150 calendar days from the transaction processing date
(including 30 calendar days mandatory retrieval request time)
Refund not received Within 120 days from the date
on credit documentation is applied
Within 120 calendar days
from the date on the credit
documentation,
or the date the service
was cancelled,
or the goods were returned.
Within 150 calendar days from the
transaction processing date
(including 30 calendar days mandatory retrieval request time)
Merchant claimed that the credit card payment failed but Cardholder was still billed Within 120 calendar days
from the transaction processing date
OR
For cancelled merchandise / services, within 120 days from the date cardholder received or expected to receive the merchandise or services but not exceeding 540 calendar days from the transaction processing date
Within 150 calendar days from the transaction processing date (including 30 days mandatory retrieval request time)
Recurring direct debits and regular payments that the Cardholder has previously cancelled Within 120 calendar days
from the transaction processing date
Within 150 calendar days from the transaction processing date
(including 30 calendar days mandatory retrieval request time)
Goods and/or service received is not as described, for example, counterfeit goods Within 120 calendar days from the transaction processing date
OR
Within 120 calendar days from the delivery date of the service /merchandise, but not exceeding 540 calendar days from the transaction processing date
(N/A)
Cardholder did not receive Goods and/or services paid for Within 120 calendar days from the transaction processing date
OR
Within 120 calendar days from the delivery date of the service /merchandise but not exceeding 540 calendar days from the transaction processing date
Within 150 calendar days from the transaction processing date
(including 30 calendar days mandatory retrieval request time)
Merchant close-down Within 120 calendar days from the delivery date of the service/ merchandise OR the date which cardholder was first made aware that the services would not be provided (e.g. merchant close-down date)but not exceeding 540 calendar days from the transaction processing date Within 360 calendar days from the transaction processing date
(including 30 calendar days’ mandatory retrieval request time)
Not receiving cash or only receiving the partial amount after performing Cash Advance via ATMs Within 120 calendar days from transaction processing days (N/A)
Unauthorised Transactions Within 120 calendar days from the transaction processing date Within 180 calendar days from the transaction processing date

For Card Lost or Stolen, or Unauthorised Transactions

To protect your interests, the related Credit Card would be immediately deactivated and a replacement credit card (with a new card number) would be issued to you. Your credit limit will be the same.
You are reminded to perform setup for payment functions (such as direct debit authorizations aka. autopay) for the replacement card.

For Authorised Transactions with Issues on the Transaction Details

You can opt to deactivate the related credit card and request for a replacement card (with a new card number).
You are reminded to perform setup for payment functions (such as direct debit authorizations aka. autopay) for the replacement card.

In general, as not to affect your spending and usage of the credit card, the Bank may offer a temporary credit limit increase equivalent to the amount of the chargeback.

  1. The Bank will notify you on the status and result of chargeback request by phone call, email, or letter.
  2. If the application is successful, you will not have to pay back the disputed amount.
  3. In situations where the chargeback has failed, the liability would be on you and the disputed amount as well as related handling fee will have to be paid back to the Bank according to the payment date indicated in your statement.
  4. If the request had failed and you choose to appeal for the case, the respective card association may charge you for processing fees.

Note that the decision of the Bank and/or respective card association shall be final.