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Faqs

 

Transaction Disputes

  • Q1. How do I dispute a transaction?

  • A transaction can be disputed for various reasons, like:-

    • Not incurred - Unknown transaction billed to the card account
    • Double Debit - Charged twice for a single transaction
    • Failed / Cancelled transaction - Transaction failed or was cancelled
    • Services not rendered / Goods not received

    A transaction dispute should be referred to SBI Cards within 70 days from the date of transaction. When a dispute is raised for a transaction, depending on the nature of the dispute, a temporary credit to the extent of the amount disputed may be given and an investigation is initiated. This temporary credit will nullify the effect of the disputed transaction on the total outstanding. This is to ensure that, you are not adversely impacted during the period of investigation.

    Based on the outcome of the investigation, the temporary credit may either be made permanent resulting in no liability from your end for the transaction or reversed, wherein the amount under dispute will be debited to your account and payable by you. We will contact you with details, if the temporary credit given to the card account is reversed.

    To raise a dispute investigation, please contact our Helpline or write to us at Email id chargeback@sbicard.com.

  • Q2. What is a Memo / unsettled transaction?

  • A Memo / unsettled transaction is the one that has not been posted yet. It does not add to your balance. Please wait for 7 days from the transaction date for the transaction to get posted to your account / automatically purged off.

    Please note that some businesses, like hotels and gas stations, will place a temporary pre-authorization charge on a Memo / unsettled transaction. The pre-authorization charge is released when the Memo / unsettled transaction becomes a Posted Transaction.

  • Q3. What is the nature of transaction?

  • Transactions are of two types;

    • Point of sale transaction (POS)
    • Online transaction


    A POS transaction may be authenticated by PIN, where the card is dipped inside the
    chip terminal or swiped on the EDC machine and the PIN and/or signature is required to complete the transaction.

    Online transactions are authenticated by an OTP (One Time Password) or IPIN (Internet PIN) and are secure transactions. This additional security feature will be applicable on 3D secure enabled merchants only and hence, may not be applicable at certain domestic and most international merchants.

    Online transactions which do not require an IPIN / OTP authentication are unsecured in nature.

  • Q4. What do I do if I don't recognize the merchant listed on my statement?

  • Some merchants may bill under a name other than their operating name or bill from a state different from where you made your purchase. If you still have questions about the transaction, please contact the merchant directly.

  • Q5. What should I do before I submit a credit card dispute?

  • A quick call to the merchant can often answer your questions and easily resolve your credit card dispute. The merchant's phone number may be located on your receipt or billing statement. If the merchant is able to resolve the matter, your account will be credited normally within 30 days. However, if this is not resolved, you may submit a dispute.

  • Q6. What is the time frame to report a disputed transaction?

  • A transaction dispute should be referred to SBI Cards within 70 days from the date of transaction with the Transaction Dispute Form (TDF) and supporting Documents (as mentioned in the TDF).

    The TDF is available under Forms central section on the SBI card website.

    In case, the TDF and supporting Documents are not received within the timelines as mentioned in the TDF(Important Notes section) , we would be unable to raise the dispute with the acquiring bank and the liability of the transaction would lie with you.

  • Q7. Why am I required to fill a Transaction dispute form (TDF) to report transaction dispute?

  • As per Master / visa guidelines, in case of a dispute, all card holders should provide a duly filled in Transaction Dispute Form (TDF) mentioning the details of the disputed transaction which will enable / authorize the bank to investigate with the respective Merchant / Member Bank.

  • Q8. Do I require documentation to raise a dispute?

  • Yes. Certain disputes like-cancellation, paid by other means, refund promised by the merchant, merchandise returned etc., require documented proof and therefore, kindly retain documented proof validating the same. The requisite documents are mentioned in the TDF, against each type of dispute.

  • Q9. Will I have to pay for the disputed amount while it is under review?

  • When a dispute is raised for a transaction, depending on the nature of the dispute, a temporary credit to the extent of the amount disputed may be given and an investigation is initiated. This temporary credit will nullify the effect of the disputed transaction on the total outstanding. This is to ensure that you are not adversely impacted during the period of investigation.

    Based on the outcome of the investigation, the temporary credit may be made permanent resulting in no liability from your end for the transaction or reversed, wherein the amount under dispute will be debited to your account and payable by you. We will contact you with details, if the temporary credit given to the card account is reversed.

  • Q10. Should I pursue with the merchant as well after raising a dispute with you?

  • We will ensure an end to end resolution is given on the dispute. Still , you may contact the merchant directly also.

  • Q11. Will I get an acknowledgement that my dispute/claim is taken?

  • A written acknowledgement will be sent confirming the dispute is taken up with the merchant. If any further documentation is required from your end to address the claim, you will be duly informed.

  • Q12. How long will it take to resolve a billing dispute?

  • Most disputes are resolved within 45-60 days from the date of receipt of TDF along with complete supporting documents, although complex cases could require additional time.

  • Q13. How will I come to know that the dispute is resolved?

  • We will send a written communication advising you about the outcome of your dispute

  • Q14. When should I fill a progressive dispute form?

  • Subsequent to submission of the TDF, the bank intimates the merchant of the disputed transaction. The merchant then provides all the relevant documents to substantiate the respective transaction, which are sent to the customer for validation. Post inspection of all the relevant documents, if the customer is still not convinced, then the customer should fill and submit the progressive dispute form or progressive Email/Letter.

  • Q15. My credit card has got debited for an unknown transaction - what should I do?

  • If you have received an alert for a transaction you did not make, this may potentially be a fraudulent transaction. Please contact us immediately on our helpline to block your card to avoid further misuse and to log a complaint with us to investigate the fraudulent transaction.

  • Q16. What should I do if my credit card got debited twice?

  • If your card account is debited twice for a transaction which was incurred only once, please contact us immediately on our Helpline to raise a dispute.

  • Q17.How can I cancel a transaction that was declined at the time of incurring but approved on my credit card?

  • If a transaction which was void / cancelled at the time of incurring, is approved on your card but not billed to the card account (i.e. Memo / Unsettled transaction), please contact the merchant to provide void / cancellation slip. On acquiring a valid void / cancellation slip / an acknowledgment from the merchant, please forward the same to chargeback@sbicard.com from your registered email id to cancel the approved transaction and release blocked credit limit.

    If this transaction is not claimed by the merchant within 21 days, the same will get cancelled automatically and the blocked credit limit will be released. However, if the merchant presents a valid charge slip and claims payment for this transaction, your card will be billed with the transaction amount. In that eventuality, you can contact our Helpline to raise a dispute.

  • Q18. I'm expecting a refund from the merchant. How do I know the status of the same?

  • If the merchant has initiated a refund for a void/cancelled transaction, please forward the communication received from the merchant along with the 23 digit ARN (Acquirer Reference number) with which the refund was processed, to chargeback@sbicard.com for us to assist you further.

    It may take upto 15 days for the refund to reflect in the card account. If the refund is not credited in 15 days, please write to chargeback@sbicard.com to initiate an investigation with valid supporting documents like, merchant refund/credit note/acknowledgement for the cancellation request raised by the customer.

    Please note:

    The refund amount will be automatically credited to the new card, if your existing credit card is reissued or converted to another card type.

    If the refund amount is less than the original amount, kindly contact the merchant for further details regarding the same.