Overview
If you see an unauthorized charge, a failed payment, or believe a transaction was processed incorrectly, you have the right to file a dispute. All disputes must be filed directly with your issuing bank or card provider (e.g., Visa, Mastercard, American Express, Discover). Payova does not provide an in-app dispute button.
Once you open a dispute with your bank, please notify Payova Support so we can place a hold on the transaction and assist with the investigation.
Key Points
Disputes are governed by card-issuer rules and banking regulations.
You must initiate the dispute with your bank or card provider.
Payova will assist by providing records and monitoring your account.
Resolution timelines are usually 30–90 days, depending on your card network.
Step-by-Step: Filing a Dispute
Contact Your Issuing Bank
Call the number on the back of your credit or debit card.
Request to “file a transaction dispute” or “chargeback.”
Provide Required Details
Transaction date, amount, and merchant (Payova or recipient).
Reason for dispute (e.g., unauthorized, incorrect amount, service not delivered).
Supporting evidence such as receipts, screenshots, or communications.
Notify Payova Support
Email [email protected] with your dispute case number.
Include the disputed transaction ID from your Payova Wallet.
We will flag the transaction, place a temporary hold, and work with your issuer.
Await Investigation
Your bank will investigate and coordinate with Payova.
Updates will come from your issuer; Payova will provide supporting documentation.
Receive Outcome
If the dispute is validated, funds will be returned by your bank.
Payova will adjust your Wallet balance once the issuer confirms resolution.
Policies & Restrictions
✅ Allowed
Filing disputes for unauthorized transactions.
Reporting billing errors or incorrect amounts.
Requesting reversal for services not received.
❌ Prohibited
Filing disputes without contacting your bank first.
Submitting false or misleading claims.
Disputing transactions authorized by you or your business.
Issuer Cautions
American Express: Often requires direct cardholder involvement; Payova cannot initiate on your behalf.
Business Accounts: Some banks require disputes to be filed by an authorized officer.
Resolution Times: Vary by network (Visa/Mastercard 30–60 days, Amex up to 90 days).
Security & Compliance
Your Responsibilities
Monitor your Payova Wallet regularly for suspicious activity.
Report suspected fraud to both your bank and Payova immediately.
Provide accurate information and supporting documents during the dispute.
Payova’s Practices
We flag disputed transactions in our system.
We provide issuers with transaction logs, KYC records, and fraud checks.
We comply with all card-network chargeback regulations and banking laws.
Compliance Statement
All disputes are subject to your bank or card issuer’s chargeback policies, Payova’s Terms of Service, User Agreement, and Privacy Policy.
Payova does not determine dispute outcomes but will fully cooperate with issuer investigations. Certain restrictions may apply depending on your card network and account type.
Need Help Now?
Email us at[email protected]