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Credit not processed

If a merchant has promised you a refund that hasn't been processed, you can raise a credit not processed dispute. This guide explains the steps, deadlines, and documentation required to asset you in resolving the issue.

What you need to know

A credit not processed dispute applies when a merchant has agreed to issue a refund, but you haven't received it within the promised timeframe or when the refund amount is not the full amount promised. 

Examples:

  • You return an item to a store, and the merchant confirmed the refund, but the amount hasn't been credited to your account. 
  • A service was cancelled, an the merchant promised a refund, but you did not receive it. 

 

For this dispute type, you must raise your dispute within 120 calendar days from the date of the most recent unauthorised payment.

Please note: The merchant has 30 days to accept or reject the dispute. It is important that you keep a record of all communications with the merchant as we may need evidence of this in order to process your dispute. 

 

Steps to raise a dispute

You must follow all steps below before submitting a dispute with PTSB.

If you do not follow the below steps, we may not be able to assist you with raising a dispute. 

 

Step 1: Contact the merchant:
  • Confrim the refund timeframe with the merchant.
  • Request written confirmation of the refund (e.g., an email, receipt, or letter). 
  • Keep all communication records between you and the merchant (emails, receipts, etc.) as proof of your refund request. 
  • Wait 15 calendar days to process the refund before raising a dispute with PTSB.

The more information and documentation you provide can further assist us in our investigation. 

 

Step 2: Gather required documents:
  1. Proof of communication with the merchant: To show efforts made in resolving the issue (e.g., emails, text messages, or letters). 
  2. Proof of refund agreement: Written communication from the merchant detailing the refund (e.g., refund receipt, email, or return confirmation). 
  3. Additional information: Any communication where you sought updates on the refund statue. 
 
Step 3: Submit your dispute

If you have not completed step 1 and 2, we will not be able to assist you with your dispute.

There are three ways for you to raise a dispute: 

  • By phone: Call us on 0818 50 24 24 or +353 1 212 4298 (from abroad). Lines are open from 9am to 5pm Monday to Friday (excluding Bank Holidays).
  • In branch: Drop your documents into your nearest PTSB branch. Find your nearest branch. 
  • By post: Send all documentation and a detailed description of the issue (including all dates, and communication channels used) to: 

Card Operations Team,
56-59 St. Stephens Green,
Dublin 2,
D02 H489

What happens next?

Once documentation is received we will review and investigate this as part of the dispute process and will be in contact if any issues arise. 

 

What is a temporary refund?

Once a dispute has been raised, PTSB will apply a temporary refund back into your account while the dispute is being investigated. If the dispute is successful, the credit will remain in your account.

 

What if my dispute is unsuccessful?

Should the dispute be unsuccessful, PTSB will reverse the temporary refund. We will write to you providing the details of why the case was declined and steps you might want to take to appeal the decision.

 

How do I appeal an unsuccessful result?

Should you wish to appeal this decision, the next stage of the Visa Dispute process is pre-arbitration, which allows you, the cardholder the chance to put forward any additional evidence or arguments to support your positions.

Should you wish to continue this dispute, please gather any supporting documentation and submit these along with a detailed reason for why you would like to continue the dispute to:

Card Operations Team,
56-59 St Stephens Green,
Dublin 2,
D02 H489

or drop this information into your local branch.

 

Alternatively, you can begin the pre-arbitration process by calling us on 0818 50 24 24 or +353 1 212 4298 (from abroad). Lines are open from 9am to 5pm Monday to Friday (excluding Bank Holidays).

 

You have 15 days from the date of the decline letter to raise a pre-arbitration request.

Should you identify a transaction on your statement that you have not authorised and which you suspect to be fraud, call our Fraud Department on +353 (1) 669 5851. Lines are open 24 hours a day, 7 days a week.

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