If a Cardmember questions a Charge and the data we hold is insufficient to resolve the issue, we may contact you for further information. We'll send you a 'Request for Information Letter', outlining the reason for the dispute and specifying the documents we require from you. Please ensure that you respond fully by the reply-by date indicated on the letter.
In certain circumstances, we initiate a Chargeback without sending a Request for Information letter. An example of this is with Merchants who receive a lot of disputes, or conduct transactions in what we consider risky business environments.
If any enquiry results in a Chargeback to your account, we will notify you accordingly.