If you've disputed a card transaction and it was declined or invalid, it’s likely because it doesn’t meet Visa or Mastercard’s chargeback criteria. In these cases, we won’t be able to reverse the charge.
This article covers what that means and what steps you can take next.
Learn more about disputing Wise card transactions
Common reasons why disputes get declined
Here are some of the most frequent reasons why a dispute may not be valid.
If any of these reasons apply, we won’t be able to dispute the transaction for you.
1. You missed the deadline to dispute
Visa and Mastercard set time limits for raising disputes — usually 120 days from the transaction date.
2. You didn’t provide the required documentation
Some disputes require supporting documents, such as a copy of communication with a merchant, receipts, or proof of cancellation.
3. You changed your mind, but the merchant has a no-refund policy
If the product or service was delivered as described and you agreed to the merchant’s no-refund policy at checkout, then the transaction can’t be disputed.
4. You didn’t cancel a subscription before it renewed
Many merchants automatically renew subscriptions based on their terms. If you forgot to cancel it, this isn’t considered a valid dispute. However, you can try contacting the merchant to request a refund.
5. You claimed that an item wasn’t delivered, but it was shown as received
If the goods or services were delivered as agreed, but you claim they weren’t, the dispute may be considered invalid. Tracking details, delivery confirmations, or service logs from the merchant can be used to prove the transaction was completed.
6. You paid, but didn’t use the service
Chargebacks aren’t valid if the merchant provided the service as agreed, even if you chose not to use it. For example, if you booked a flight or hotel, but didn’t go, the charge still applies, unless the merchant’s policy allows refunds.
7. A temporary hold was placed on your card
Certain merchants, like fuel stations, hotels, and rental companies, pre-authorise a charge before finalising the transaction. If the final amount is correct, this isn’t a valid reason for a dispute.
Visa and Mastercard allow merchants to place these holds to confirm available funds, and they also permit adjustments to the final amount based on the actual cost of the service or purchase. For example, a hotel may place a hold for incidentals and later adjust the charge to reflect your final bill.
What can I do if my dispute was declined?
If your dispute wasn’t accepted because it was invalid, you might still be able to:
Reach out to the merchant again – before opening a dispute, always try resolving the issue directly with the merchant. If your dispute was already declined, you can still try to reach another solution with them.
Contact a local consumer protection agency – if you believe the merchant acted unfairly or violated consumer rights, your local consumer protection agency may be able to advise you on your rights and potential next steps. Some agencies can mediate disputes or take action against businesses engaging in deceptive practices.
Still have questions? If you're unsure whether your dispute qualifies, get in touch with us through the Wise app or website.