How to request a transaction reversal
What is a transaction reversal?
A transaction reversal, also known as a chargeback or dispute, is a process to request a refund from a merchant. If you need to initiate a reversal, follow these steps:
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Confirm the transaction is completed:
Only completed transactions are eligible for a refund or chargeback. Pending transactions cannot be reversed or refunded until they are fully processed.
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Contact the merchant directly:
Your first step should be to request a refund from the merchant. Often, this resolves the issue without requiring further action.
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If the merchant refuses a refund:
If you believe you are entitled to a refund but the merchant is uncooperative, contact our support team by submitting a request to raise a dispute.
Information needed for a dispute
To ensure your dispute is handled quickly and effectively, provide the following details:
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A clear description of the situation:
Include details about what was purchased and the reason for requesting a refund. Provide as much factual information as possible.
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Proof of purchase:
Share any relevant documentation, such as receipts, invoices, or links to the product or service purchased online.
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Copies of communication with the merchant:
Include all correspondence, such as emails or chat logs, to show the steps you took to resolve the issue with the merchant.
What happens after submitting a dispute?
Once your dispute has been submitted:
- The dispute will be reviewed, and the chargeback process will begin.
- You will be notified of the outcome once the review is complete.
If the chargeback is successful, you will receive a refund for the agreed amount, which may be all or part of the disputed transaction amount.
Need additional help?
Before submitting a request, please attempt to resolve the issue independently or with the merchant first.
If you still need assistance, you can submit a request, and the Joinn Support Team will be happy to assist you.
Please note: If you request to Joinn escalate the issue directly with Mastercard, a 25 USDC escalation fee will apply. This fee must be paid by the cardholder before Joinn can submit the dispute to Mastercard.
Submit a request.