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Goods and services not received

If you've paid for goods or services but haven't received them, we're here to help you resolve the issue. 

If you've paid for goods or services but haven't received them, we're here to help you resolve the issue. 

 

What you need to know

A dispute for goods or services not received applies when a merchant has charged your card, but the promised goods or services were not delivered. 

Example of goods not received:

  • You ordered an item online, but it never arrived. 
  • You purchased a flight ticket and the flight didn’t go ahead.

 

Timeframes

You must wait 15 calendar days from the date of the transaction.

You must raise your dispute no later than 120 calendar days from one of the following:

  • The transaction processing date.
  • For certain transactions (future events like concerts or flights), the dispute cannot exceed 540 calendar days from the transaction processing date and 120 calendar days from the date the service was expected to be received.

 

Important information

Before you raise a dispute with PTSB, you must contact the merchant directly. It is important that you keep a record of all communications with the merchant as we may need evidence of this in order to process your dispute. 

  • Transactions under €25 for travel and expenses are not eligible for disputes such as airlines, hotel bookings, car rentals, etc.
  • You cannot dispute transactions related to gambling or gas/petrol. If you wish to avail of our gambling block, you can do so through your PTSB app.
  • Fluctuation in rates may occur when the transaction is made in a different currency. This means that there may be differences in the disputed amount and the transaction amount which will be reflected in your temporary refund.
  • If you wish to raise 3 or more disputes for the same merchant, you must provide signed written confirmation that you would like to continue with this request. This signed letter can be uploaded with other required documents when submitting the third dispute.

The merchant has 30 days to accept or reject the dispute.

How to raise a dispute

To help us support you effectively, please follow the steps below before submitting a dispute. If these steps aren’t completed, we may not be able to proceed with your dispute

 

Step 1: Contact the merchant:
  1. You must reach out to the merchant directly to request the goods/services, or a refund. 
  2. Keep all communication records between you and the merchant (emails, receipts, etc.). 

The more information and documentation you provide can further assist us in our investigation. 

 

Step 2: Gather required documents

Examples of documentation you can gather to support your dispute:

  1. Proof of communication with the merchant: To show efforts made in resolving the issue (e.g., emails, text messages, or letters). 
  2. Delivery confirmation: If applicable, any delivery tracking information showing the item was not delivered.
  3. A detailed description of the issue. 
 
Step 3: Submit your dispute:
  1. Review all guidance on this page to ensure you select the correct dispute type. 
  2. Confirm the exact transaction date, amount and merchant name in your transaction history (you can use Open24 Online Banking or the PTSB app to view your transactions). 
  3. Complete the online dispute form. You will need: 
    • Your contact details. 
    • Transaction details. 
    • Description of the issue. 
    • Supporting documentation which you can upload via the document uploader at the end of the online form.

 

Complete dispute form 

 

Important information

All disputes should be raised through the online form.

If you are having any difficulties completing the form, please call us on 0818 50 24 24 or +353 1 212 4298 (from abroad). Lines are open from 9am to 5pm Monday to Friday (excluding public holidays), and 10pm to 2pm Saturday and Sunday.

If you cannot use the online document uploader, documents can be dropped into your nearest branch. 

 

What happens next?

  • Once you submit a dispute, our team will review your claim and may contact you for further information.
  • You’ll receive confirmation once your dispute has been logged, plus updates as it progresses.
  • You will receive a temporary refund to your account.

 

What is a temporary refund?

Once a dispute has been raised, PTSB will apply a temporary refund of the disputed amount back into your account while the dispute is being investigated. If the dispute is successful, the credit will remain in your account.

 

What if my dispute is unsuccessful?

Should the dispute be unsuccessful within the 30-day timeframe, PTSB will reverse the temporary refund. We will write to you providing the details of why the case was declined and steps you might want to take to appeal the decision, if applicable.

 

How do I appeal an unsuccessful result?

Should you wish to appeal this decision, the next stage of the Visa Dispute process is pre-arbitration, which allows you, the cardholder, the chance to put forward any additional evidence or arguments to support your case.

Should you wish to continue this dispute, please gather any supporting documentation and submit these along with a detailed reason for why you would like to continue the dispute as provided in the decline letter.

 

You have 15 days from the date of the decline letter to raise a pre-arbitration request. If you are including supporting documentation, please ensure the correct reference number is provided or we may not be able to proceed with your request.

Should you identify a transaction on your statement that you have not authorised and which you suspect to be fraud, call our Fraud Department on +353 (1) 669 5851. Lines are open 24 hours a day, 7 days a week

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