Step 1: Confirm that the transaction was not authorised through secure modes (e.g. 3DS OTP/ SC Mobile push notification or ApplePay Secure Element)
Note: If the cardholder authorised the transaction through secure modes albeit a fraud or scam case, the transaction is considered ‘authorised’ and does not constitute as an unauthorised transaction. Therefore, it is important to never share details such as OTPs with anyone. The Bank will also never ask for such details.
Step 2: Raise a credit card transaction dispute via the SC Mobile App or Online Banking
- Click here for a guide on how to raise a credit card transaction dispute and select ‘I didn’t authorise this transaction’.
- You may be prompted to block your card when raising an unauthorised transaction dispute in adherence to VISA/Mastercard’s guidelines.
- Provide as much relevant details and supporting documents as possible to help with the investigation
- Please note that dispute requests must be raised within 90 days from the date of transaction. Most dispute conditions have a non-negotiable 120-day timeframe that applies to all VISA/ MasterCard members
- Where required, you will be prompted to upload a copy of the police report made.
Step 3: The Bank will review the case for dispute eligibility before submitting your request to VISA/ MasterCard
In most cases, we will provide a temporary credit for eligible disputed transactions while the dispute investigations are underway. For requests with incomplete supporting documents, temporary credit will only be provided upon full receipt of the required documents
If the case is accepted by the Bank, it will take about 4-12 weeks for a resolution, depending on the complexity of the case and subject to the Bank receiving prompt responses from the cardholder should more information be required for the investigations. Do note that the status of your dispute can be checked via “Help and Services”. A message will be sent to you when there are updates to your case.
Step 4: The dispute will be submitted to VISA/ MasterCard upon completion of the Bank’s review
Please note that the Bank does not guarantee the success or recovery of the disputed amount as the outcome is determined by, but not limited to, the investigations of the merchant’s bank and/or rules and regulations of the relevant card associations. The Bank’s decision upon completion of its investigations will be final.
For non-fraud disputes (i.e. merchant related issues):
There are specific dispute rights provided by the card association’s dispute rules. In most cases, it is a pre-requisite to attempt to resolve your dispute with the merchant directly before considering dispute options.
Supporting documents are also required by the card association’s dispute rules (Visa/ MasterCard) to support your claim. These documents must describe your complaint in sufficient detail to enable all parties to understand your dispute. You are strongly encouraged to provide as much details as possible during your submission.