It's not uncommon for transaction disputes
to be the result of a misunderstanding.
Before contacting your merchant or the
Latitude Financial team to raise a
transaction dispute, please take a moment
to consider the following scenarios and
whether they apply to your individual
situation:
I did not authorise the transaction / I
do not recognise the company name on my
statement
Many companies use different trading and
merchant names to identify their stores.
This is especially prevalent for online
merchants. If you do not recognise a
merchant description on your statement, a
quick internet search or phone call to the
company may help clarify the nature of the
goods or services they provide.
If your account has supplementary
cardholders, be sure to check whether they
could have made the purchase(s) in
question.
Finally, it's a good idea to think back to
the date and dollar amount, as this may
prompt your memory. If you use a calendar
or diary, check what you were doing on the
day of the transaction (include dates
either side, as it's not uncommon for
there to be a delay from when you make a
purchase, to when it shows on your
account).
The goods received are not as
described
Check the merchant's return policy. This
policy should be clearly displayed
in-store or on the sales voucher.
Important: In face to face transaction
environments, always inspect the goods
carefully before purchase. Furthermore,
obtain a detailed description of the
goods/services on an invoice before/with
payment wherever possible.
The goods or services are not
received/rendered
Double check the expected date of
delivery, as you are unable to initiate a
transaction dispute if this date has not
yet passed.
If you purchased the goods from overseas,
consider whether the goods could have been
confiscated by Australian Customs. Refer
to the Australian Custom website for more
information.
Important: Before making purchases from
overseas merchants, familiarise yourself
with Australian customs rules. When you
are having goods delivered (domestically
or internationally), always obtain written
confirmation of the expected delivery
date.
The transaction amount on my statement
differs from my receipt
This usually happens when you have made a
purchase overseas or the merchant is based
overseas. Foreign currency exchange rates
change daily and therefore the amount you
pay may differ depending on exactly when
you make a purchase.
I do not remember making a purchase on
the date reflected in my
statement
As with scenario one, think back to the
date and dollar amount to help prompt your
memory. If there are any supplementary
cardholders on your account, be sure to
check with them.
Finally, it's not uncommon for there to be
a delay from when you make a purchase, to
when it shows on your account. Please
consider purchases you may have made a few
days either side of the transaction date
on your statement.
If you have considered the above scenarios
and are still questioning one or more
transactions on your account, please call
us immediately so we can investigate the
issue and if required, block your
card/account to prevent further
unauthorised purchases.