How to Dispute a Card Transaction
If you notice an incorrect or unauthorized transaction on your Nqoodlet card, you can submit a dispute within 60 days of the transaction date.
When Can I Dispute a Transaction?
You can dispute transactions if:
- You did not authorize the charge
- You were charged twice
- The amount charged is incorrect
- Goods or services were not delivered
- A subscription was not cancelled as agreed
Important Timeline
- Disputes must be filed within 60 days
- Investigation may take up to 90 days
To Submit a Dispute Please send us:
- Transaction details:
- Merchant name
- Amount
- Date
- Last 4 digits of card
- Dispute reason:
- Unauthorized transaction
- Goods/services not received
- Duplicate charge
- Incorrect amount
- Cancelled recurring charge
- Supporting documents:
- Screenshots
- Email communication
- Proof of cancellation
- Delivery confirmation
- Police report in case of fraud
What Happens Next?
- We review your claim and documents.
- If valid, we submit it to our issuing partner.
- The case is processed through Mastercard.
- The merchant may accept or challenge the dispute.
- A final decision is made based on Mastercard rules.
Tips to Improve Your Chances
- Contact the merchant first (sometimes refunds are faster this way)
- Keep all cancellation confirmations
- Report suspicious transactions immediately
Why Isn’t Temporary Credit Provided?
- Disputes are governed by Mastercard network rules. Funds are only credited once the case is officially resolved in your favor.
For suspected fraud:
- Immediately freeze your card in-app
- Contact support within 24 hours
- Provide a written fraud declaration
Updated on: 03/03/2026
Thank you!