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If you’ve ordered something online that never arrived, or purchased something that turns out to be damaged or not as described, it’s best to try resolve the issue with the merchant you bought it from first. This is often the quickest option. If you’re unable to get in contact with the merchant, don’t receive a response, or are unable to resolve the query, please call us on 13 11 55 to raise a dispute.

Please note, as a requirement under the Visa Scheme Rules, we will need to request supporting documentation/information.