If you believe a transaction in your statement needs to be disputed, our team is here to help you throughout the process.
Was your card used for a fraudulent transaction? Click here now to learn what to do.
Before a dispute is raised
Please validate the following actions:
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, can you 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.
According to Visa rules, transactions verified using an OTP (One-Time Password) can not be disputed, as the OTP is considered a form of transaction intent by a cardholder.
If the above conditions are met, contact our Support Team and we will review the situation in detail, and if applicable, provide a Dispute Form. Once the Form is returned describing the transaction details to be disputed, we will promptly share it with our banking partners so it can be raised with VISA.
Once a dispute is raised
We will keep you informed as we receive updates on your case. Once Visa's investigation is finalised, the Dispute will considered either:
Won, and the transaction amount is refunded back to your Alaan account
Lost, and a justification will be communicated to you
Timelines to keep in mind:
A dispute can be raised within 120 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).
Visa may charge a fine of up to USD 500, if a dispute is falsely raised or if the customer decides to drop the dispute while the same is ongoing. Charges claimed by Visa in this scope may be passed on to the Customer raising the dispute.