How to Dispute a RedotPay Card Transaction You Don't Recognize

On a card payment, a dispute is the case RedotPay can submit to the card network. The network determines the outcome. RedotPay does not.

Two other Help Center articles use the word "dispute" for a problem between a buyer and a seller during a trade. Those articles are not the card process on this page, and their rules are not repeated here. If your issue is a purchase on the card, stay with the card steps below.

Check the status name in the app before you open a case. Transaction status explains Authorized, Reversal, and a decline that still looks like a hold. A merchant refund that has not landed yet is covered on refund not received.

RedotPay groups card disputes into three situations.

1. Fraud or unauthorized transactions. This is a payment made by someone else without the cardholder's knowledge, permission, or authorization.

These are generally not treated as fraud:

• A subscription or automatic renewal you authorized
• A family member, friend, or someone else using the card with your permission
• A transaction verified with a PIN, 3D Secure (3DS), fingerprint, facial recognition, Apple Pay, or Google Pay
• A consumer dispute, such as goods or services not received, a service problem, or a refund you have not received

2. Consumer disputes. The merchant did not provide the goods or services, did not deliver them as agreed, or will not provide a refund you are owed.

3. Failed ATM withdrawals. You used an ATM, no cash was dispensed, your account was still charged, and you could not resolve it with the bank. Contact Support so they can confirm whether the transaction is eligible for a chargeback.

For a consumer dispute, the form generally asks for records of your attempts to contact the merchant. For a failed ATM withdrawal, the article's starting point is that you could not resolve it with the bank. This page does not add a contact step the article does not list.

1. Open the RedotPay app and select the transaction you did not authorize.
2. Tap the help icon (?) in the top corner.
3. Tap [Report fraud].

After RedotPay reviews the report and confirms it is eligible, RedotPay submits the case to the card network. That usually takes around 1–3 months.

The fraud-report steps above do not mention the 50 USD chargeback fee. That fee is described only on the consumer-dispute and failed-ATM path in the next section.

1. Eligibility review. Support helps confirm whether the transaction is eligible.
2. Submit the required information. Complete the dispute form and provide supporting evidence.
3. Pay the chargeback fee. Once RedotPay has confirmed the case is eligible to submit, a fee of 50 USD per transaction must be paid upfront.
4. Case processing. RedotPay submits the case to the card network. Chargebacks usually take around 3–6 months. More complex cases may take longer. RedotPay will contact you if it needs more information.

After a chargeback is submitted, the merchant or their bank may challenge it and provide their own evidence. Some cases then move to an additional review round called pre-arbitration.

If the case enters pre-arbitration and you choose to continue:

• The fee is 700 USD per transaction, separate from the initial chargeback fee.
• You may need to provide more supporting evidence.
• There is still a risk the case will not succeed.
• If the chargeback ultimately succeeds, the pre-arbitration fee is refunded.

RedotPay says it will tell you if further action is needed, and you can decide whether to continue. Neither a chargeback nor pre-arbitration is guaranteed to succeed. Everything you submit must be true, accurate, and complete. This page does not tell you whether to continue a case.

You will generally be asked for:

• Transaction details: transaction ID, date, amount, and merchant name or ATM bank name
• Cardholder details: registered email, full name, and billing address
• Card details: last 4 digits and expiry date
• The reason for the dispute
• Records of your attempts to contact the merchant or bank
• Supporting evidence: receipts, invoices, tracking information, refund records, and similar documents
• A statement or transaction history showing the transaction
• A timeline of what happened, in order
• A police report or affidavit, if applicable
• Any other information needed for that specific case

Send that material only inside the RedotPay dispute flow or to official RedotPay support. Do not post the full card number, expiry date, or identity documents on this site.

The card-transaction article does not describe a way to withdraw a dispute after it has been sent to the card network. Confirm in the app. The separate article titled "How do I cancel a dispute?" is about a buyer-and-seller trade, not a card chargeback, so its cancel steps are not the instructions for this page.