Dispute a Transaction

☐      Duplicate Processing - A single transaction was processed more than once using the same card, on the same date and for the same amount

☐      Transaction paid by other means - You have paid for the same merchandise or service by other means

You must attempt to resolve the dispute with the Merchant or the Merchants Liquidator, if applicable, before Broken Hill Bank is able to initiate a Dispute

Information required:

☐      Signed dispute form

☐      Certification that you have attempted to resolve the dispute with the Merchant

☐      Evidence that the Merchant received payment by other means, including:

·         The Acquirer Reference Number of other transaction information if paid by another Financial Institution Visa Card.

·         A statement, if paid by another card

·         A cash receipt

·         Any other payment evidence

☐      A copy of any correspondence with the Merchant, including emails or written records if contacted by telephone.

Permission to charge your Visa Debit Card withdrawn for a recurring transaction

Information required:

☐      Certification that you withdrew permission to charge your Visa Card.  Including: date permission was withdrawn, how you contacted the Merchant and details of other payment method, if applicable.

☐      A copy of any correspondence with the Merchant, including emails or written records if contacted by telephone.

You received a credit or voided transaction receipt that was not processed

Before initiating a dispute on your behalf, Broken Hill Bank must wait 15 calendar days from the date on the Credit Transaction Receipt (unless this would cause the dispute to exceed the dispute time limit, or if the Merchant refuses the cancellation or return). 

This does not apply if the credit transaction receipt is not dated.  If the credit transaction receipt is not dated, use the date the services were cancelled or the merchandise was returned.

Information required:

☐      A copy of the Credit Transaction Receipt

☐      A copy of the voided Transaction Receipt

☐      Other record to prove that a credit is due

☐      A copy of any correspondence with the Merchant, including emails or written records if contacted by telephone, if applicable

☐      Evidence that you returned the merchandise or cancelled the services, including postage receipts or other documentation, if applicable

You participated in the transaction but did not receive the merchandise or services because the Merchant was unwilling or unable to provide the merchandise or services, or the merchandise or services were received late.

Before initiating a dispute on your behalf, Broken Hill Bank must wait 15 calendar days from:

-     The transaction date if the date the services were expected or the delivery date for merchandise is not specified.  

-     The date you returned or attempted to return the merchandise, if the merchandise was returned due to late delivery

-     The date the merchant cancelled the goods or services

Information required:

☐      Certification that:

-       Services were not rendered by the expected date/time

-       Merchandise was not received by the expected date/time

-       Merchandise was not received at the agreed location (specify the address of the agreed location)

-       You attempted to resolve with the Merchant

-       The date the merchandise was returned

-       The date the Merchant cancelled the goods or services

☐      A detailed description of the merchandise or services purchased.  This description must contain additional information beyond the data in the transaction record.

☐      For a transaction that represents the purchase of merchandise or services to be delivered at a later date, an explanation of why the dispute is being initiated before the expected delivery date.

☐      A copy of any correspondence with the Merchant, including emails or written records if contacted by telephone.

☐      The merchandise or services did not match what was described on the Transaction Receipt or other record presented at the time of purchase

☐      The merchandise you received was damaged or defective

☐      You dispute the quality of the merchandise or services received.

The dispute amount is limited to one of the following:

-     The unused portion of the cancelled service

-     The value of the merchandise you returned or, if applicable, attempted to return

Before Broken Hill Bank can initiate a dispute on your behalf:

-       You must attempt to resolve the dispute with the Merchant or Merchant’s liquidator, if applicable.

-       You must return or attempt to return the Merchandise or cancel the services.  For disputes related to services that cannot be cancelled, you must request a credit from the Merchant.

Information required:

☐      Certification of the following:

-       An explanation of what was not as described or defective or information regarding the quality-related issue

-       The date you received the merchandise or services

-       That you attempted to resolve the dispute with the Merchant

-       That you returned or attempted to return the merchandise or cancelled the services

-       For services, the date you cancelled the services or requested a credit from the Merchant

-       For Merchandise, the date you returned or attempted to return the Merchandise

-       For merchandise that you returned, all of the following as applicable:

o   The name of the shipping company

o   A tracking number (if available)

o   The date the Merchant received the merchandise

-       For Merchandise you attempted to return, all of the following as applicable

o   A detailed explanation of how and when you attempted to return the merchandise

o   The disposition of the merchandise

o   Certification that the Merchant did one of the following:

§  Refused the return of the merchandise

§  Refused to provide a return merchandise authorisation

§  Instructed you not to return the merchandise

-       If you have been involved in ongoing negotiations with the merchant, certification of both:

o   The date you began negotiations with the merchant

o   The date you notified Broken Hill Bank of the dispute

-       Provide evidence of ongoing negotiations between you and the merchant to resolve the dispute

It is crucial that you provide us with all of the information to ensure we can determine the best way to help you.  Providing misleading information or omitting details may mean your claim is unsuccessful.  Before submitting a dispute, please carefully consider the following information:

☐        Have you recently spoken to anyone on the telephone where they have requested that you purchase gift cards to pay for services or where they told you they can provide a service you require?

☐        Did they ask you to provide them access to your computer or telephone?

☐        Did you receive any emails, that you thought were legitimate, and download software or make any payments due to the urgent nature of the email content?

If you answered yes to any of the above, it is crucial that:

-    You contact your email provider to identify if a forwarding email address has been added to your account.

-    You have your phone or computer cleaned to ensure the downloaded content has been removed.

☐        Check your emails to see if you have one confirming a purchase from the merchant.  If you have an email, please talk to our staff to identify appropriate actions.

☐         Have you ever purchased through this website before? Did you recently sign up for a free trial?  If you have, check your email to see if it confirms charges will be incurred after the free trial period.  If you have, please talk to our staff to identify appropriate action.

☐         Have you ever purchased through this website before? Did you recently make a purchase and another charge is appearing on your account?  Please check your email to see if it confirms that the purchase is a subscription purchase.  If you have, please talk to our staff to identify appropriate action.

If a Chargeback is submitted under Fraud, transaction not recognised by cardholder, and the Merchant provides compelling evidence that you did authorise or participate in the transaction, you may be held liable for the disputed transactions.  Any transaction that a cardholder authorises or participates in cannot be disputed under Fraud, even if the cardholder is a victim of a scam.  Please tell us everything so we can identify the best way to help you.