PROCESSING LEAD TIME

Cardholder must submit their dispute within 60 days from the statement date or within 60 days from the transaction date so that LookCard can have sufficient time to review and investigate the case. Besides, each dispute reason has respective processing deadline, the dates in the following table is for reference only.

DISPUTE REASONS

PROCESSING TIME

Unauthorized Transaction/ Duplicate Processing/  Incorrect Transaction

Within 120 days from transaction processing date

Transaction Cancellation/ Credit Not Processed

  • Within 120 days from the transaction processing date/ credit receipt

OR

  • For cancelled merchandise/ service, within 120 days from the date to cardholder received or expected to receive the merchandise or services, but not exceeding 540 days from the transaction date

Merchandise/ service received is not as described

  • Within 120 days from transaction processing date

OR

  • Within 120 days from the delivery date of the service/ merchandise but not exceeding 540 days from the transaction processing date

Non-receipt of merchandise/ service

  • Within 120 days from the transaction processing date

OR

  • Within 120 days from the agreed delivery date of the service/ merchandise but not exceeding 540 days from the transaction processing date

Merchant close down

  • Within 120 days from the transaction processing date

OR

  • Within 120 days from the agreed delivery date of the service/ merchandise but not exceeding 540 days from the transaction processing date

WAYS TO RAISE A DISPUTE REQUEST

Cardholder can raise a dispute via Mobile App or call in to our Customer Support Team:

  1. VIA MOBILE APP
  1. Navigate to “Settings”, under CARD Section, select “Dispute”.
  2. Select the transaction that you intend to raise for a dispute.
  3. Provide all the requested information for filing and recording purposes.
  4. Once the dispute has been submitted, you will be receiving email notification together with the Dispute Case ID. (Do keep the Dispute Case ID for tracking purpose)
  5. Kindly take note that the Customer Support Team might be reaching you via phone call or WhatsApp after submission if the documents provided are insufficient or required further details or clarification.
  1. CALL IN CUSTOMER SUPPORT TEAM
    1. You may also raise a dispute by calling in to our Customer Support Hotline at +852 3001 1108.
    2. Please note that the support team is required to verify your identity before proceeding with any further actions.
    3. Once verification is successful, the support team will collect all necessary details from you. Please cooperate and provide accurate information. 
    4. You are required to submit all the necessary documents via email to the support team for filing purposes. Please email to dispute@lookcard.io.
    5. Documents or information required in filing for a dispute case:
      • Transaction Details
      • Cardholder Information
      • Card Details
      • Reason for the Dispute
      • Supporting Documents (EG: Receipts, Invoices, Emails, Tracking Information, Proof of Documents)
      • Communication logs with the merchant (if any)
      • Police Report (If Applicable)
      • A clear timeline of the event

WAYS TO SUBMIT SUPPORTING DOCUMENTS

As the investigation process requires time to complete, we recommend submitting supporting documents through Mobile App. Dispute must be raised not later than 60 days from statement date and it will take up to 120 days for processing.

IMPORTANT INFORMATION

  1. AUTHORIZED TRANSACTION OUTCOME

If the investigation reveals that the disputed transaction was authorized by the cardholder, the dispute will be deemed unsuccessful, and no credit or refund will be issued. It is important to ensure that all details provided during the dispute are accurate and truthful.

  1. DISPUTE REPORTING DEADLINE (CREDIT CARD)

You must notify us of any dispute within sixty (60) days from the statement date of your credit card. Failing to do so may result in an unsuccessful dispute claim.

  1. MERCHANT CLOSE DOWN CASES

For cases where the merchant has ceased operations, please submit the dispute request along with all supporting documents within 60 days from the Merchant’s close-down date. We will attempt to raise a chargeback claim against the related party. Please note in the event of dispute, the decision made by the respective Merchant Acquirer is final and binding.

  1. FILING A POLICE REPORT (UNAUTHORIZED TRANSCATIONS)

In cases involving unauthorized transactions, it is recommended to file a police report. The Customer Support Team may request a copy of the police report or any written statements you provided to the police during their investigation. Filing a police report in a timely manner can help strengthen your dispute case and expedite the investigation process.

  1. SUPPORTING DOCUMENTATION

During the investigation, we may require additional supporting documents to facilitate your dispute request. If you are unable to provide the necessary documents within the specified timeline, it could delay the investigation and affect the outcome of the dispute.

  1. CONTINUOUS COMMUNICATION

It is essential to maintain communication with our Customer Support Team during the investigation process. Respond promptly to any requests for information or documents to ensure the timely resolution of your case.

  1. REVIEW OF FINAL DECISION

Once the investigation is completed, the final decision will be communicated to you. Should you have any concerns or further evidence to provide, ensure it is submitted immediately for review, as the window for appeal is limited.

CHARGEBACK

When user make a chargeback claim, LookCard will request a refund from the seller. There is no guarantee, however, that the seller will agree to the request or that LookCard will be able to recover the money.

REFUND

With a refund, however, the seller accepts responsibility for refunding the user  directly, without the need to claim through LookCard. Users should always request a refund from the seller first before making a chargeback claim.