A ‘chargeback’ is where a card holder’s bank reverses all, or part, of the amount of a disputed transaction back to a merchant’s bank. This can be done under rules set by Visa, MasterCard or American Express.

The most common reasons a chargeback is made are:

• the transaction was not authorised by you (for example, there was fraud or your card was stolen);
• you did not receive the item you purchased;
• you were charged twice for the same good or service;
• the charge was made to an invalid account number;
• the card was not swiped or imprinted at the time of sale;
• the transaction was processed using the incorrect account number or transaction account; and
• you cancelled a direct debit but your card is still being debited.

If your credit card was charged an amount that you dispute for any one of these reasons, you can contact your bank to request the charge be reversed. To do this, you can write a letter by either:

1. Downloading our sample letter and use it as a template or guide to write your own letter; or
2. Filling in your details using the online form. After you submit your details into this form, a customised letter will be automatically generated and emailed to you for you to send to your credit card provider.

To generate your own letter, please complete the details in the form below. If you do not receive the letter within 1 business day, please contact us on (08) 9221 7066 for assistance. Please check your “Junk” and “Deleted” folders before contacting us.

A copy of the sample letter will be sent to us and we will store your personal and sensitive information in accordance with our Privacy Statement.