Do these scenarios sound familiar to you? You came across an ad on Instagram advertising the newest technology that will change your life...and it never arrives. Or, you’ve won a bid for a hand carved brown table...and they deliver you a blue one. On very rare occasions, you might see a charge for a store in Florida...and you’ve never stepped foot in that state.
Don’t worry, this article has you covered on the steps you should take to see if and when you can get your money back.
🔥 Hot tip: Check out this article for how to read transactions that you don't recognize.
Note: If this was an unexpected purchase (i.e. a purchase you 100% know you did not make), this may be fraud and you’ll need to take different steps. Don’t panic! Read this article to find out more.
If none of the above scenarios apply to you, continue to the questions below.
- Do you have your receipts?
These are your best piece of evidence to prove that a purchase was made. It should include the date, amount, and the name of the merchant. This could be an email from the store or a record of the transaction on your bank account.
- Did you talk with the merchant (i.e. the store)?
The easiest and fastest way to get your money back is to talk with the merchant. Check out their return policy and let them know that you didn’t get what you paid for. If they agree to refund you, mazel tov! If they refuse, continue with the steps below.
- Are you within 90 days of your date of purchase?
You have to dispute a transaction within 90 days of your date of purchase.
How to dispute a transaction
Disputing a transaction means you’re making a formal complaint against a store because you didn’t get what you paid for. If you answered yes, yes, and yes to the above questions, follow the steps below to make sure you have all the information we need for your claim.
- Collect all the information related to your purchase:
- Date of transaction
- Proof of the transaction (receipt, transaction on your account activity)
- You can take a screenshot of this or save it as a .pdf
- Name of merchant
- Name of product
- Tracking number for shipments
- Photos of the product (if applicable)
- Communication with the merchant (i.e. emails)
- The merchant’s return policy (if applicable)
- A quick summary of what you purchased and what actually ended up happening (e.g. “I purchased an Avengers Lego set and got a Disney Princess Lego set instead.”)
2. Fill out the dispute form
Based on the information that you have gathered from step one, please fill out the dispute form. Click here to open the form.
What happens next?
- You’ll receive an email from our Brightside Support team letting you know that your request has been received and someone will contact you.
- We take all of the information you provided and determine if it’s eligible for a claim. If it is, we will share this information with the merchant.
- The merchant has an opportunity to review your claim and to defend themselves with supporting evidence; they have 45 days to do this.
- If you and the merchant are unable to come to an agreement, your case is sent to Mastercard® International (the card network) for arbitration, where they make the final decision based on all of the evidence provided by both parties. Think of them as Judge Judy in this process.