If you believe a transaction needs to be disputed, Alaan is here to help you throughout the process.
Before a dispute is raised, it's important to notice the following:
Have you raised this concern with the Merchant? Solving the issue directly with the Merchant is the easiest and fastest way to address a dispute.
If the Merchant is not cooperative, you must ensure that:
You have not shared the card details with anyone.
The transaction is not related to any other valid transaction made with the same Merchant.
If the above conditions are met, reach out to our Support Team via email and we will provide a Dispute Form. Once you return the form filled with the transaction details, it will be shared with our banking partners and raised directly with VISA.
We will keep you informed as we receive updates on your case. In the end, Visa will consider the dispute either:
Won - The amount is refunded back to your Alaan account
Lost - The justification will be communicated to you
Timelines to keep in mind:
A dispute can be raised within 180 days from the transaction date.
In our experience, Visa usually takes up to 30 days to resolve a dispute, however some cases may take longer periods (1-3 months).