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Not as described or defective merchandise or service

If you paid for goods or services that aren't as described at the time of purchase or are defective, we're here to help you resolve the issue.

What you need to know

A dispute for "not as described or defective merchandise or service" applies when the goods or service you received differ from what was advertised or agreed upon, or if the goods are damaged, defective or not fit for purpose. 

Examples:

  • You purchased a piece of jewelry but received a different item, such as clothing. 
  • A service you paid for was incomplete or not delivered as promised (i.e partial delivery).

Goods or services not received? Follow these step-by-step instructions.

 

For this dispute type, you must raise your dispute within 120 calendar days from the transaction processing date or the date you received the defective or incorrect goods or service. 

Before you raise a refund request with PTSB, you must have contacted the merchant directly to resolve the issue.

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:
  • Reach out to the merchant directly to explain the issue and request a replacement, repair, or refund. 
  • Keep all communication records between you and the merchant (emails, receipts, etc.). 

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

 

Step 2: Gather required documents: 

Examples of documentation you can gather to support your dispute:

  1. Proof of communication with the merchant: To show efforts made in resolving the issue (e.g., emails, text messages, or letters). 
  2. Supporting evidence: 
    1. Photos showing the defect or discrepancy. 
    2. A receipt or confirmation of returning the goods (e.g., postal receipt or courier tracking).
  3. A detailed description of the issue. 
 
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.

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