Welcome to Woohoo Pay

Transaction Dispute

Why was I charged twice?

 

With Woohoo Pay, you get real-time access to your bank account. This means you’re able to see what’s going on in your account as it happens. There are two main transaction types that take place during an in-store or online purchase:

  • Authorizations. A block or reserved amount made by a retailer or merchant. This includes anything from your morning cup of coffee to hotel or car rental bookings (including security deposits).
  • Presentments. The actual amount that is deducted from your account. Again, that cup of coffee is finally cleared from your account or you can get your security deposit back once you’ve checked out of that hotel room or returned your rental car safe and sound.

Once an authorization has been confirmed, we can’t cancel or reverse it. At that point, only three things can happen to your authorization: it turns into a presentment, it’s rejected, or it expires. In the last two scenarios, your money will automatically return to your account within 12 business days. 

Sometimes you’ll see both payments at the same time–the authorization and the presentment. This happens if they become disconnected, or due to technical issues at the payment terminal. Eventually the authorization will expire, and if it doesn’t expire within 12 days, we can help you get your money back.

 

  • Car rental deposits may need up to 30 days to return to your account (instead of 12).
  • Some merchants perform verification authorizations (usually very small amounts) in order to check whether your card is active and not empty. This money will always return to your account.

The amount of an authorization may differ from the final presentment for a variety of reasons

 

How to dispute a transaction?

 

Is there a card transaction on your Woohoo Pay monthly statement that you did not make? Did you place an order online, but never receive it? Don’t worry, this article will help you figure out how to resolve these issues.

 

What is a Chargeback? 

 

A Chargeback is a service offered by Woohoo Pay through Mastercard, which allows you to dispute transactions which you did not make, or where something went wrong with the merchant. For example, if you ordered goods online and did not receive them by the allotted delivery date, you may be eligible to file a Chargeback and ask for your money back.

 

How do I dispute a transaction with Woohoo Pay? 

 

You can dispute a transaction from your Woohoo Pay app or mobile app. Go to the home screen and select transaction you want to dispute, then select Get help with this transaction. If you already closed your account and you do not have access to the app, you will need to contact customer service from your registered email address to support@woohoopay.com.

Note: if your dispute is due to an unauthorised transaction, you need to block and reorder your card to prevent further fraud occurring, before we can process your request. You’ll have the opportunity to reorder your card and block the old one in the app flow.

 

 

Q: What should I do when I notice an unauthorised transaction on my account?

A: Go to your Woohoo Pay app, and reorder your card as “lost” or “stolen” based on your circumstances. If your card was in your possession at all times, please re-confirm that you did not make the transaction yourself. If that is the case, you can go ahead and reorder as “stolen”. This will prevent further unauthorised transactions occurring, and secure your account. Report the fraud with the police, and follow the instructions above to initiate a dispute.  

Q: How long do I have to file a dispute if I ordered goods online and never received them?

A: If you did not receive a delivery date, Mastercard Chargeback guidelines allow for customers to file a dispute 30 days after the date of the transaction. If you received a delivery date, you can dispute the transaction from the date you expected to receive the goods. Mastercard Chargeback guidelines state that you must file the dispute within 120 days of either of these dates.

Q: I didn’t receive cash from an ATM, what should I do?

A: First, try contacting the Bank that owns the ATM. This is the fastest way to get your money back. To help you out, here is some guidance on what you can say:

Dear XX, 

I attempted to withdraw cash from an ATM owned by your company, and I did not receive the cash, but was still charged. Below, you can find information about the transaction: 

  • Amount: €{insert amount}
  • ATM name: {insert ATM/bank name} ATM
  • Date & Time of transaction: DD/MM/YYYY at {insert time} (CET)
  • ATM location: {ATM address – include the name of the street, shopping mall}

Please return the funds to my account, or I shall fill a Chargeback with my bank. 

If the bank which owns the ATM is not helpful, you can follow the instructions above to initiate a dispute. Be sure to include the transaction date, amount and merchant, and your reason for contesting this transaction, to allow us to have enough information.

Q: I have a previous payment with a merchant who has charged me again. What should I do?

A: First, reach out to the merchant to see if they can help. This is the fastest way to get your money back. To help you out, here is a basic template you can use to raise this issue with the merchant: 

Dear XX, 

I authorised a transaction to {merchant name}, but {merchant name} has subsequently charged me additionally, without my authorisation. Below, you can find information about the transaction: 

  • Merchant name: {insert merchant name} 
  • Amount of original, authorised transaction: €{insert amount}
  • Amount of non-authorised transaction: €{insert amount}
  • Date & Time of original, authorised transaction: DD/MM/YYYY at {insert time} (CET)
  • Date & Time of non-authorised transaction: DD/MM/YYYY at {insert time} (CET)

Please return the funds to my account, or I shall fill a Chargeback with my bank and a complaint to the police/authorities.

If the merchant is unresponsive or uncooperative, you can follow the instructions above to initiate a dispute. Be sure to include the transaction date, amount and merchant, and your reason for contesting this transaction, to allow us to have enough information. 

Q: The merchant told me that they have issued a refund to my Woohoo Pay card, but I have not yet received the refund. What should I do?

A: Your refund could take up to 15 calendar days from the date the merchant issued it. Please be patient, and wait for this time frame to pass. If 15 days pass and you still see no refund in your account, you can follow the instructions at the top of this article to initiate a dispute. Be sure to include the transaction date, amount, merchant and your reason for contesting this transaction to allow us to have enough information and identify the transaction. 

Q: What is Woohoo Pay doing to prevent fraud?

A: At Woohoo Pay we take every possible action to protect your account from fraud, including:

  • The flexibility to choose when to block your card, activate and deactivate payments abroad, enable and disable online transactions and set up spending limits directly within your Woohoo Pay app
  • Receiving push notifications informing you of any activity occurring on your account
  • Using internal tools and card fraud prevention to detect and prevent fraud
  • Developing systems to reduce the risk of potential fraud occurring 

Q: How does card fraud occur? 

A: There are 3 main types of card fraud:

  1. Your card is skimmed & counterfeited, for example you used your card at a tampered ATM which stole your card details
  2. Your card details are stolen online, for example:
    1. You ordered something from a fraudulent/fake website
    2. Your details were stolen from a legitimate purchase 
    3. Your online shopping account was hacked 
  3. Your physical is card stolen & used to make purchases

 

Q: How can I protect my account from fraud? 

 

A: Below are a few ways you can protect your account from fraud:

  • Use trusted ATMs which are located within a bank branch 
  • Order from trusted online retailers & websites
  • Change your passwords/pins regularly 
  • Woohoo Pay will never ask for your card or account details outside the app or web app. Don’t trust SMS or Emails that seem to come from Woohoo Pay with odd links or which ask you to provide this information directly.
  • Change your card settings within your Woohoo Pay app, for example: disabling online payments, ATM withdrawals, payments abroad and setting spending limits based on your regular transactional behaviour
  • Avoid making Magnetic Stripe transactions if possible, as these are not as safe as chip based transactions or digital wallet
  • Keep your card in a safe place