Required Supporting Evidence for Each Dispute Reason
Before submitting a dispute through the Aspire app, we recommend first trying to resolve the issue directly with the merchant. If the merchant agrees to work with Aspire to address the matter, you can then proceed to raise the dispute in the Aspire app.
Below is a list of required supporting evidence based on each dispute reason:
Reason for Dispute | Supporting Evidence |
I was charged more than once for a single transaction | Proof of duplicate charges (e.g., screenshots of transaction history). |
I used a different payment method | Confirmation or proof of the alternative payment method used. |
The merchant canceled the transaction | Written confirmation from the merchant of the cancellation. |
I was charged an incorrect amount | Documentation showing the agreed-upon amount (e.g., receipts, invoices). |
Any other reason | Relevant evidence supporting your claim. |
Raising Disputes in the Aspire app
If you notice an unauthorized debit transaction on your Aspire card, you can raise a dispute directly in the app by following these steps:
Select the unauthorized transaction in the Transactions tab.
A panel will open up, scroll down and choose "Dispute Transaction"
Next, choose whether you want to Dispute the transaction or Report the transaction as fraud. Either way, the transaction will still be raised for dispute.
Dispute transaction: For duplicate billing, undelivered goods/services, or incorrect charges.
Report Fraud: If you did not authorize or make the payments.
Follow the appropriate link to continue if you've chosen "Dispute Transaction" or "Report Fraud".
Dispute Transaction
Make sure to attempt to resolve the transaction with the merchant before proceeding. If you have already done so, click on "Yes".
Next, provide evidence of correspondence with the merchant by uploading emails, screenshots, or statements. You can upload up to 5 files, each with a size limit of 5MB.
Next, choose the Reason of Dispute
After that, complete the form and add any other helpful details that can help the investigation
Once you're done, click on "Submit"
The dispute process will take 45 days for VISA and 60 days with Mastercard.
Once you have submitted a dispute for the transaction, the transaction will be marked as disputed:
Our team will reach out to you once we have an update on the status of the dispute.
If you won the dispute, you will receive an email from our team about the refund. You may also access the Aspire App to view the refunded transaction.
However, if you've lost the dispute, we will also inform you via email and the Aspire app. You may contact our Support team by logging in to the Aspire app for further information about your lost dispute.
Fraud transaction
Note: If you select the Fraud Transaction option, the card associated with the transaction will be automatically canceled upon form submission.
Complete the form and add any other helpful details that can help the investigation
Once you're done, click on "Submit"
The dispute process will take 45 days for VISA and 60 days with Mastercard.
Once you have submitted a dispute for the transaction, the transaction will be marked as disputed:
Our team will reach out to you once we have an update on the status of the dispute.
By any chance you have won the dispute, you will receive an email from our team about the refund. You may also access the Aspire App to view the refunded transaction.
However, if you've lost the dispute, we will also inform you via email and the Aspire app. You may contact our Support team by logging in to the Aspire app for further information about your lost dispute.
Notes:
Disputes cannot be raised for transactions exceeding a 60-day timeframe for VISA cards and a 30-day time frame for Mastercard.
Prior to initiating the dispute within the app, we recommend attempting to resolve the refund directly with the merchant. If the merchant determines that the issue should be addressed through Aspire, please refer to the guide above.
The dispute process may take up to 45 days for VISA and 60 days for Mastercard.
The dispute resolution will refer to the terms of the relevant Network as a catchall.
Questions? Chat with us by clicking on the messenger icon at the bottom right of the screen once you are logged in.