What is a transaction dispute?
A transaction dispute arises when the cardholder (of any bank) contacts his/her bank and requests that the transaction amount be refunded by the merchant because the cardholder does not recognize the charge within up to 13 months of its occurrence.
The business will be notified by email, as well via the banking app regarding the necessary actions (forwarding of supporting documents, etc.).
The disputed transaction amount will be held back from the available balance of the Viva profile until the dispute is resolved.
In the event that the transaction dispute is resolved in favor of the merchant, the amount withheld will be repaid in full.
If the transaction dispute is resolved in favor of the customer, the business is subject to an additional charge of £20.