Before you raise a dispute, please read this guide carefully. Choosing the wrong route or raising a dispute for a legitimate transaction can significantly delay our ability to help you and may result in the claim being rejected by the card scheme as well as incurring costs.
Please note that this is not the same process for claiming a refund. This must be handled directly with the merchant.
If you decide to go ahead with a dispute there is a non-negotiable fee of 40 GBP
Double-check the payment
In many cases, an "unrecognised" payment is actually legitimate. Before proceeding, please check if the transaction could be:
A different Trading Name: Many merchants use a parent company name or a different billing descriptor that may not match their website (e.g., a payment to a restaurant appearing as "Group Holdings Ltd").
A Subscription or Free Trial: Check if you have recently signed up for a trial that has now rolled into a paid subscription (e.g., AWS, LinkedIn, or Adobe).
Delayed Billing: Some merchants, especially transport providers, hotels, and car hire companies, may process payments several days after the service was provided.
Additional Cardholders: If your company has multiple cards, please check with other team members to see if they made the purchase.
How to initiate a Merchant Dispute (Chargeback)
If you have already contacted the merchant and were unable to resolve the issue, follow these steps to raise a formal dispute via the Verto platform. Examples of eligible disputes:
Goods or services not received
Unauthorised purchase
Account takeover
Note that you must have sufficient evidence to support your claim as well as waited the appropriate amount of time before initiating a dispute.
If you decide to go ahead with a dispute there is a non-negotiable fee of 40 GBP. This is to cover the cost of raising a case with VISA.
How long does the chargeback process take?
The chargeback timeline is dictated by Visa and Mastercard rules, not Verto.
Once you submit a dispute with all required evidence, the merchant typically has up to 45 days to respond.
If the merchant fights the dispute, it can go to an arbitration phase.
In total, a complex chargeback process can take up to 12 weeks to fully resolve. Verto will keep you updated via email at every stage.
1. Create your Dispute Ticket
Log in to your Verto Platform.
Navigate to the Tickets page on the left hand side menu
3. Click Create New Ticket.
4. From the 'Select a reason' dropdown, select: "Dispute a card transaction".
Please note, you must include the below required information.
2. Complete the Dispute Template
To investigate your claim, our Disputes Team requires specific data. Please copy and paste the template below into the Description box of your ticket and fill in the details:
Name:
Last 4 digits of card number:
Transaction Reference:
Transaction Date:
Transaction Currency:
Transaction Amount:
Transaction Disputed Amount:
Merchant Name:
Reason for why you would like to dispute this transaction:
Additional information (Please provide as much as possible):
What efforts have you made to request a refund from the merchant:
3. Providing Supporting Evidence
Once you have clicked "Create Ticket", please follow these steps immediately:
Go to your Open Tickets list.
Open the Dispute ticket you just created.
Use the Reply/Chat box to upload your evidence (Receipts, refund promises, or email threads with the merchant).
Note: We cannot submit a dispute to Visa without sufficient evidence of your attempt to resolve this with the merchant first.
What happens next?
Your ticket will be assigned to our Card Disputes Team. You can track the progress of your case through the following statuses in your Ticket Dashboard:
Open: We are reviewing your initial request.
In Progress: We are gathering data or have submitted the claim to the network. If we decide to proceed there will be a £40 charge for this.
Waiting on You: We require further evidence or clarification from you.
Resolved: The dispute has been finalised (Won or Lost).