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Before submitting a transaction dispute, we recommend you contact the merchant for order cancellations, refunds, transaction enquiry or order details since such requests should be managed by the merchant. If you need the Bank to submit a transaction dispute application on your behalf, please refer to the following information.
1. How can I submit a transaction dispute in the App?
You may do so in the Airstar Bank mobile app by following these steps:
(1) Go to “Card”
(2) Tap “Transaction History” in the top-right corner
(3) Select the relevant transaction
(4) Tap “Question this transaction?”
(5) Follow the on-screen instructions to submit your application and the required information/documents
2. What will we do after receiving your application?
After the Bank receives your transaction dispute application, we will assist you with a preliminary review, including:
(1) Dispute timeframe: Whether the transaction is still within the acceptable dispute period
(2) Information and documents: Whether the supporting documents for your dispute reason are complete and valid
If the dispute meets the requirements, the Bank will submit the dispute/refund process on your behalf and raise the transaction dispute with the merchant’s acquiring bank.
3. How will the refund be handled?
If the transaction dispute is successful, the relevant amount will be refunded to the cardholder’s debit card account.
The refund progress and outcome will depend on the circumstances of the case and the processing timeline of the acquiring bank / merchant.
4. Important notes (liability and decision-making authority)
Please note: As the issuing bank, we will assist you in submitting the dispute in accordance with the card scheme rules, but:
(1) The Bank is not the liable party for the relevant transaction dispute.
(2) Whether the refund is successful and the final decision are mainly subject to the card scheme rules and the case review results of the acquiring bank/merchant.
(3) The Bank does not have decisive influence over the final outcome.
