If you've paid for goods or services but haven't received them, we're here to help you resolve the issue.
A dispute for goods or services not received applies when a merchant has charged your card, but the promised goods or services were not delivered.
Example: You ordered an item online, but it never arrived.
For this dispute type, you must wait 15 calendar days from the date of the transaction.
You must raise your dispute no later than 120 calendar days from one of the following:
Before you raise a refund request with PTSB, and in order for us to asisst you with your dispute, you must have contacted the merchant directly about the goods or servces not recieved.
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.
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.
The more information and documentation you provide can further assist us in our investigation.
Examples of documentation you can gather to support 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:
Card Operations Team,
56-59 St. Stephens Green,
Dublin 2,
D02 H489
Please ensure that you have adhered to the important information before continuing.
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.
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.
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.
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
