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Credit Card Transaction Disputes

  • Q1. What is the time frame to report a disputed transaction?

  • Any transaction dispute should be referred to SBI Card via appropriate channels (as mentioned below) within the below timelines from the date of transaction, along with the Transaction Dispute Form (TDF) and supporting documents (as mentioned in the TDF).

    Dispute Timelines

    • Visa/Mastercard/American Express Domestic and International Transaction -  90 days
    • Rupay International Transaction – 90 days
    • Rupay Domestic Transaction – 30 days
    • Rupay UPI Transaction - 30 days

    You may report a transaction dispute through any of the below mentioned channels:

    • SBI Card Website :- To raise Dispute against a transaction, click
    • SBI Card Mobile App:- Log in to the SBI Card Mobile App,

      Navigate to Services >Dispute a transaction > Select transaction you wish to Dispute > Select the requisite nature of the Dispute > Submit the Dispute request.

      To download the SBI Card Mobile App click:

    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.

    Further you may also report the transaction dispute through our others channels via the link below.

    Please click:-

  • Q2. Why am I required to fill a Transaction Dispute Form (TDF) to report transaction dispute?

  • As per the network guidelines, in case of a dispute, the cardholder is required to provide a duly filled in Transaction Dispute Form (TDF) mentioning the details of the disputed transaction to enable / authorize the bank to investigate with the respective merchant / member bank, as appropriate.

  • Q3. 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 which vary on a case to case basis. The requisite documents are mentioned in the TDF, against each type of dispute. The Cardholders are required to retain the relevant documents.

  • Q4. 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 subject to the Company Policy while the  investigation is pending. This temporary credit will nullify the effect of the disputed transaction on the total outstanding. This is to ensure that a genuine cardholder is not adversely impacted during the period of investigation. However, the ‘Open to Buy Limit’ (Credit Limit) for the disputed transaction amount will remain blocked till the investigation is complete.

  • Q5. What can be the outcome of the dispute?

  • Once the investigation is complete, following can be the outcomes of the same:

    • Dispute is closed in favor of the Cardholder. In this case, the Temporary Credit provided previously will be debited and a Permanent Credit will be posted towards the disputed transaction amount. The Open to Buy Limit (Credit Limit) for the disputed transaction amount will be available for usage. Reward points accrued if any towards the disputed transaction will be debited.
    • Dispute is closed as the cardholder’s liability. In this case the Temporary Credit provided previously towards the disputed transaction and Finance charges associated with the disputed transaction on your card account will be debited. Additionally, Finance charges will be charged for the period during which Temporary credit was issued to your card account.

    The Open to Buy Limit (Credit Limit) for the disputed transaction amount will remain blocked till you make a payment towards the same.

  • Q6. 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, the cardholder may contact the merchant directly as well.

  • Q7. 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.

  • Q8. How long will it take to resolve a billing dispute?

  • Most disputes are resolved within 60–90 days from the date of receipt of TDF along with complete supporting documents, although complex cases may require additional time.

  • Q9. How will I come to know that the dispute is resolved?

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

  • Q10. Where can we raise the transaction dispute for RuPay UPI transactions?

  • You may report a dispute transactions through any of the below mentioned channels:

    SBI Card Helpline: Please contact the SBI Card Helpline at 39 02 02 02 (prefix local STD code) or 1860 180 1290 (toll free). IVR & Emergency services are available 24 hours and our customer service representatives are available from Monday to Saturday between 8 am to 8 pm.

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