How can I raise a dispute or chargeback for a transaction made with my Crypto.com Visa Card?
To get started, you can complete and submit a dispute form in the Crypto.com App.
In your Crypto.com Visa Card’s Transaction History page, select the relevant transaction(s) and:
Tap Report an Issue and select a dispute reason
You can choose up to 50 transactions under one dispute reason each time
To increase the chance of your request being processed, please answer all the questions listed. Additionally, attach all the relevant documents to support your request.
What is a purchase dispute?
This refers to a complaint regarding a purchase made with your Crypto.com Visa Card. Often, this would be for an unauthorised charge to your Card or the merchant not delivering a product or service. Before raising a dispute in the Crypto.com App, please contact the merchant and attempt to resolve the issue directly with them.
Should you decide to raise a purchase dispute for your Card in the App, we will endeavour to retrieve your funds from the merchant on your behalf.
Valid reasons for initiating a transaction dispute may include:
Your order from the merchant did not arrive, or the service you paid for was not provided
The item you ordered is faulty or does not match the merchant’s description
The merchant charged an incorrect amount
You were charged multiple times for one piece of merchandise or a single service by the merchant
What is an ATM dispute?
An ATM dispute occurs when you encounter a problem with an ATM transaction. Common issues leading to ATM disputes include:
Incorrect withdrawal amounts: You did not receive the correct amount of money from the ATM. For example, if you requested $50 but only received $20.
Double withdrawals: The ATM debits your Crypto.com Visa Card twice for a single transaction.
Failed transactions: The transaction failed, but the amount was still debited from your Card.
Unauthorised transactions: Withdrawals or transactions you did not authorise.
What happens when I raise a chargeback claim for a fraudulent transaction?
If you have lost funds because of fraudulent activity on your Crypto.com Visa Card, you will receive provisional credit while we investigate your claim. It's crucial to report suspected fraud immediately so we can block your Card and secure your account.
How long do I have to make a dispute or chargeback claim?
You have up to 120 days after the transaction or ATM withdrawal to initiate a chargeback claim. However, it's important not to initiate a claim unless you have first attempted to obtain a refund directly from the merchant.
What information do I need to provide to raise a dispute?
Providing more evidence strengthens your dispute claim. However, please note that there is no guarantee the merchant will agree to refund your money.
What is Visa’s time frame to resolve the dispute?
Visa generally aims to resolve disputes within 30 to 45 days. However, the specific duration may vary depending on the complexity of the dispute and its circumstances. Please be aware that this is an estimated timeframe, and actual resolution times may differ.
Can I raise a dispute if the merchant has already processed a refund?
If you have been fully refunded by the merchant, you cannot dispute the transaction.
What is the transaction amount limit I can claim via the chargeback process?
The amount you claim cannot exceed the value of the transaction.
What happens after I submit a chargeback claim?
We will review the information you provide, create supporting documentation and raise the dispute on your behalf. We will contact you via email if we require any additional information.
How can I raise a missing cashback/rebate claim?
You can complete and submit a form in the Crypto.com App.
In your Crypto.com Visa Card’s Transaction History page, select the relevant transaction(s) and:
Tap Report an Issue and select ‘cashback/rebate not received’
Press “Continue” until you reach the “Submitted” page