How to Dispute and Request Chargeback for YouTrip Card

How to Dispute and Request Chargeback for YouTrip Card
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Noticed a transaction you didn’t make? Don’t fret! Follow these simple steps to submit a transaction dispute and chargeback request.


Step 1: Download & Submit Form

Fill up the Transaction Dispute & Chargeback Request Form and submit it to our Customer Support team at customer@you.co within 45 days from transaction date.

How to Dispute and Request Chargeback for YouTrip Card


Step 2: Attach Supporting Documents

Various supporting documents are required for different disputes. Make sure you submit the right supporting documents to minimise extra processing time.

Dispute Reason Supporting Documents
Unauthorised transaction(s)
Duplicated billing
  • Receipt of original transaction
Paid by other means
  • Cash receipt or bank / card statement
  • Recorded attempt to contact merchant to resolve dispute (eg. email exchange)
Incorrect amount
  • Receipt or invoice showing authorised amount and currency for the transaction
Merchandise not received / Service not rendered
  • Details of merchandise or service purchased
  • Dated receipt or invoice showing expected merchandise or service
  • Proof of delivery notice with expected delivery date
  • Recorded attempt to contact merchant to resolve dispute (eg. email exchange)
Goods received but not as described / defective
  • Details of merchandise or service purchased
  • Dated receipt or invoice showing expected merchandise or service
  • Proof of delivery notice with expected delivery date
  • Recorded attempt to contact merchant to resolve dispute (eg. email exchange)
Refund / credit not processed
  • Void transaction receipt issued by merchant stating amount, date, and card number
  • For returned goods, proof of return and acknowledgement by merchant, and invoice for returned shipping
  • Recorded attempt to contact merchant to resolve dispute (eg. email exchange)
Cancelled recurring membership / subscription
  • Dated document proof to show cancellation that’s acknowledged by the merchant
  • Recorded attempt to contact merchant to resolve dispute (eg. email exchange)

 

Frequently Asked Questions:

Do I have to call YouTrip to request a chargeback?
No, you don’t have to! Simply follow the steps above to submit a request.

How long does it take for a chargeback to be successful?
All disputes are thoroughly investigated with the merchant. Depending on the complexity and amount, each dispute duration may vary.

Are there fees for submitting a dispute?
A SGD $5 fee will be incurred for unsuccessful disputes.

 

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