What are chargebacks?

Chargebacks can act as a fallback if something goes wrong with a purchase you make  on the Rooster Card and all attempts to get the money back from the shop or merchant fail. 

There are certain situations where you may want to file a chargeback claim such as if you have:

  • Received the wrong item (including something damaged, not as described, or fake)
  • Not received your order at all
  • Been charged twice for your purchase
  • Been charged a different amount to the value on your receipt
  • Cancelled a subscription, but the merchant has continued to bill you
  • Noticed a transaction on your statement that you don’t recognise

In any of these cases, if the merchant refuses to issue you a refund, then you can get in touch with us to get things sorted. You can reach us via hello@roostermoney.com or via the “Contact Us” button in the app.

What should I do in this situation?

The first step is to get in touch with the merchant and ask for a refund. If the merchant refuses to issue a refund or to rectify the issue then you can contact us to raise a chargeback.

In order for us to process the chargeback, we will need the following information from you:

  • A detailed description of what’s happened, why you are raising the chargeback, and why the merchant is at fault.
  • Description of the goods you have ordered
  • Proof of purchase such as an invoice or receipt
  • Evidence that the goods or service were faulty or not as described
  • Details of all attempts to resolve the issue with the merchant

Once we have all of the above, we will assess your claim to ensure that it qualifies for a chargeback under Visa’s rules.

If our payments team thinks that your case qualifies, we will return the money to you and claim it back from the merchant ourselves. If the merchant disputes the chargeback, and provides evidence that the charge is valid, we may have to return the funds back to the merchant. If this happens we’ll get in touch to let you know.

Are there any time limits for a chargeback?

You must raise a chargeback within 120 days of the transaction or from the date you were told that you would not be receiving your goods and services. In some cases, this timeframe is reduced to 75 days (for example if the merchant did not obtain correct authorisation for the transaction). If your item hasn’t arrived and you don’t know an estimated delivery date, you should wait at least 30 days from the order date.

In all cases, where an item has arrived faulty or not as described, you must attempt to return the product and allow the merchant 15 days to provide a refund or replacement items.

We aim to resolve issues as soon as possible but some disputes can be a bit more complicated than others and can take more time to resolve. This is why it’s important that you provide us with as much information as possible before we submit the claim. This helps our team to investigate and process your chargeback claim as quickly as possible. This also helps where the merchant disputes your claim, as the chargeback can be reversed if we are not able to provide enough evidence.

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