Fraud, disputes and chargebacks – CleverCards Help Centre

Who this article is for: CleverCards Cardholders who do not recognise a transaction, or who have a problem with a purchase that the retailer will not resolve.

I do not recognise a transaction on my card

If you do not recognise a transaction, freeze your card immediately to prevent any further attempts to use it, and do not unfreeze it while we investigate.

Once your card is frozen, tell us straight away if you think the transaction is fraudulent. Email support@clevercards.com, or use the chat service at www.clevercards.com and ask for your query to be escalated to an agent.

Please have the following ready for our Customer Support team, which you can find in the App:

The date of the transaction
The amount
Where the transaction took place, if it is shown

Reporting an error on a transaction

If a transaction has gone wrong but is not fraud, for example you were charged the wrong amount, contact us with:

The date of the transaction
The time of the transaction
The amount
Where you made the purchase
A screenshot of the error in the App, if you can

What is a chargeback?

A chargeback is a formal dispute raised with the card network to try to recover money from a retailer, for example when goods never arrived, arrived damaged, or were not what you ordered.

Before a chargeback can be raised, you need to contact the retailer first and give them a chance to put it right. A chargeback can only go ahead if the retailer does not reply, or does not agree with you. This does not apply if the transaction was unauthorised, in which case contact us straight away.

What information do you need to open a chargeback?

Proof of payment for the order
Any parcel tracking information you have
Proof of your communication with the retailer, including their reply or the fact that they did not reply

How long does a chargeback take?

The process takes between 45 and 90 days.

Please note that CleverCards acts only as an intermediary. We pass your information to our card network provider, who handles chargebacks and makes the final decision. That means we cannot decide the outcome and cannot guarantee a chargeback will succeed.