This guide is for Mamo cardholders.
If you see a charge on your Mamo Card you don’t recognize or agree with, you have the power to raise a dispute (also called a chargeback).
This article applies to transactions made using your Mamo debit card.
If you’re a business receiving disputes from your customers, refer to our Payment disputes article instead.
What is a dispute?
A dispute is a formal process where you ask Mamo to review a transaction on your behalf to resolve an issue with a merchant. You’ll need to share any relevant evidence from your side to prove that the transaction was problematic, and we’ll submit this to the card network. The merchant then also has a chance to provide their evidence. The card network reviews both sides and makes the final decision.
Mamo supports you throughout the process and will guide you on what information is needed at each step.
Dispute timeframe
Our policy gives you 120 days to file a dispute from the date the card transaction appears on your statement.
To improve the likelihood of a successful case, we recommend that you begin gathering evidence and filing the dispute as soon as a problematic charge is identified. Delays can jeopardize your case, as certain time limits may apply.
Filing a dispute
To file a dispute, reach out to our Support team via Chat on your Mamo dashboard. The team may ask you to provide the following:
Transaction reference
Date and amount of the transaction
A clear explanation of the problem
Confirmation that the card was in your possession
Any supporting evidence (receipts, emails, screenshots, etc.)
Take note of the two categories of card disputes:
Fraud dispute
A fraud dispute covers any unauthorized or unrecognized transactions, leading you to believe that someone wrongfully obtained your card credentials and performed the transaction without your knowledge.
If your card has been compromised, freeze the card immediately from your Mamo Dashboard, and contact Support.
Note that if a card transaction was authenticated via OTP, 3DS or PIN, Visa generally considers it “authorized.” In these cases, we cannot submit a Fraud dispute.
Merchant dispute
A merchant dispute covers any transactions that you do recognize, but don’t agree with the charge due to any of the following reasons:
Overcharged: The amount charged is higher than the price agreed upon in the contract or invoice.
Product or service not received: You paid for goods or services that the merchant did not provide.
Cancelled product or service: You were charged for something you had already cancelled according to the merchant’s cancellation policy, like a subscription.
Product or service not as expected: The item or service was defective, damaged, or significantly different from the description.
Product returned, no refund: You returned an item according to the merchant's policy, but were not refunded.
Important note: Before we can file a dispute on your behalf, Visa requires that you attempt to resolve the issue directly with the merchant first.
Be sure to keep a record of the date and the way you contacted them, whether by phone, email, or chat.
If the merchant is unable or unwilling to resolve the problem, you can then file a dispute with us, and we'll work to resolve it for you.
Evidence that can help resolve your merchant dispute
Below are some of the most common and valuable types of evidence you can provide. Please note that you do not need all of these to proceed with submitting the dispute. Any piece of relevant evidence that you might have is valuable and will help strengthen your claim.
Receipt or invoice: This proves the transaction details and what you agreed to pay.
Order confirmations: If you purchased something online, this helps prove what you purchased.
Emails or messages: Providing any communication and dates of the communication you've had with the merchant where you tried to resolve the issue directly can be helpful in resolving the dispute.
Photos: If an item is defective, damaged, or not what you ordered, a photo with a brief description can help explain what occurred.
Tracking information: This can prove that an item was never delivered to your address or in applicable cases show that you returned the goods.
A clear description: Providing a specific description of what was purchased, a factual, concise summary of the problem, and the date it occurred can be helpful for resolving the dispute.
After filing a dispute
Once you’ve submitted everything we require, Mamo will review your request and forward eligible disputes to the card network for resolution.
The investigation can take up to 90 days. Once the investigation is complete, you’ll be notified of the outcome.
Below is the typical path a dispute follows:
Review and submit: We review your submission to make sure the dispute is eligible and that all required information is provided. If the dispute is eligible, we submit the case and all supporting evidence to the card network.
Merchant response: The merchant is given a period to respond and provide their own evidence to prove the charge was valid.
Rebuttal: If the merchant provides evidence but Mamo believes the claim is still valid, we move to the final active stage by analyzing the merchant's evidence and filing a rebuttal. This is the last opportunity to make the case on your behalf. Mamo may reach out to you to reassert your claim, which can strengthen the rebuttal.
Final decision: We will notify you as soon as the final outcome is reached. If the decision is in your favor the transaction is reversed and your account will be credited with the disputed amount.
Checking your dispute status
To check on the status of your dispute, reach out to us at any point and reference the transaction ID, and we’ll give you an update.
Canceling a dispute
If you no longer wish to dispute a transaction, you can cancel any in-progress dispute before an outcome is reached.
Note that a transaction cannot be disputed a second time once a dispute has been canceled.