Ontop Card: How to manage refunds and disputes

Did you buy something with your Ontop Card and it wasn't what you expected? No problem, these things happen. Here's a guide to getting a refund, resolving a late payment, or filing a formal dispute if things don't go as planned.

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The golden rule: always start with trading

This is the most important step: Refunds are entirely the responsibility of the merchant (store, website or app) where you made the purchase.
They are the only authorized to approve and process a refund . Neither Ontop nor Visa can issue refunds directly; the merchant must initiate and confirm the refund before the money is returned to your Ontop card balance.

The standard game plan:

• Follow their policy: Go to the merchant's website or contact their support team to start the process.
• Save your receipt: Once they accept the refund, save the confirmation email. You will need it for your records.
• Wait for funds: Refunds are generally credited to your card within 5 to 10 business days . Please note that weekends and holidays can extend this period up to 30 days.
• Where does the money go? The refund will be credited directly to the main balance of your Wallet.

What to do if your refund is delayed?

Did you wait patiently and still don't have a refund? If the merchant confirmed it, but the money has not appeared on your Ontop Card after 15 business days , it's time for us to intervene.

Contact our support team and we will help you investigate. To speed things up, have this information on hand:

• The details of the original transaction (seller, date, amount).
• The proof of approved refund that you obtained from the seller.

Filing a dispute: your last resort

A dispute (or chargeback) is your tool when you've tried everything with the seller and they don't help you. You should only file a dispute in these situations:

• A product was defective or a service was not delivered, and the seller refuses to provide a refund.
• You see a charge on your card that you don't recognize.

How to file a dispute, step by step

1. Show that you tried to solve it: Before we can initiate a formal dispute, you must prove that you made an effort to resolve it with the seller. Save your emails and chats.
2. Prepare your case: Gather your evidence. The more, the better. You will need:
   • Purchase receipts and transaction details.
   • Photos or screenshots of the problem.
   • Copies of all your communication with the seller.
   • Proof that they did not respond to you or refused to help.
3. Contact us: Do you have everything ready? Contact our support team. They will review your case and guide you in filing the formal dispute.

What happens next? The final decision

Once a dispute is filed, the case is handled directly by Visa . They will review the evidence you and the seller provide to make the final decision. We will keep you informed about the result.