A chargeback allows you to dispute a card transaction and request a reversal through the card network.
If you notice an unfamiliar transaction, first check the merchant name online. Some businesses may appear under a different brand or trading name from their registered business name. Also, keep in mind that some transactions may take several weeks to appear on your statement, so consider all payments made during the relevant period.
For unrecognised or unauthorised transactions
- Complete the Dispute & Chargeback Form.
- Attach the required supporting documents as indicated in the form.
- If you are disputing more than 3 transactions, attach your transaction history and highlight the additional related transactions.
- Select Submit.
Important:
- If you suspect unauthorised activity, temporarily lock your card via the YouTrip app.
- Submit your chargeback request within 45 days of the transaction date.
- A RM50 chargeback processing fee will apply if your dispute is unsuccessful.
All submitted disputes are investigated. We cannot guarantee recovery of the disputed amount, as the outcome depends on the merchant’s processing bank and the applicable Mastercard rules and regulations. Processing times may vary depending on the complexity and amount of the dispute.
If you believe you have been charged in the wrong currency or see what appears to be a duplicate charge, contact the merchant first to resolve the issue. For further assistance, contact our Customer Experience Team at customer.my@you.co.