Transaction Disputes
If you notice an incorrect charge or need to dispute a transaction, here's how to get it resolved.
Request a Reversal
When staff processes a reversal, they'll see a form like this:
Types of Disputes
Incorrect Charge Amount
You were charged more (or less) than expected.
Duplicate Charge
You were charged twice for the same purchase.
Unknown Transaction
You don't recognize a transaction on your account.
Transfer Error
A transfer went to the wrong member or wrong amount.
How to Dispute a Transaction
Step 1: Identify the Transaction
- Log in to the Member Portal
- Go to My Wallet → Transaction History
- Find the transaction in question
- Note the date, amount, and reference number
Step 2: Contact the Club
Reach out to your club through one of these channels:
- At the club: Visit the front desk or member services
- By phone: Call the club's main number
- By email: Send details to member services
Step 3: Provide Details
When reporting, include:
- Your member number
- Transaction date and time
- Transaction amount
- Transaction reference number
- Description of the issue
- Expected correct amount (if applicable)
Step 4: Wait for Resolution
- Simple errors are often resolved on the same day
- Complex disputes may take 3-5 business days
- You'll receive email confirmation when resolved
What Happens During a Dispute
- Investigation: Staff reviews the transaction and POS records
- Verification: May contact the point-of-sale location for details
- Resolution: If valid, a reversal or adjustment is applied
- Notification: You receive confirmation of the outcome
Reversal vs. Refund
| Type | Description |
|---|---|
| Reversal | The original transaction is cancelled, funds return to your wallet |
| Adjustment | A partial amount is credited to correct an overcharge |
| Refund | For top-ups only - funds returned to your original payment method |
Time Limits
- Best: Report within 24 hours
- Good: Report within 7 days
- Maximum: Most clubs allow disputes up to 30 days
After 30 days, transactions may be considered final.
Preventing Issues
Check Your Receipts
Always review your receipt at the point of sale before leaving.
Enable Notifications
Turn on transaction alerts to catch issues quickly:
- Go to My Wallet → Settings
- Enable Transaction Notifications
- Get instant alerts for every charge
Review History Regularly
Check your transaction history weekly to spot any issues early.
Frequently Asked Questions
How long does a reversal take?
Once approved, reversals are instant. Your balance updates immediately.
Will I be notified of the outcome?
Yes, you'll receive an email when your dispute is resolved.
What if I disagree with the outcome?
Contact the club's management or member services supervisor for further review.
Can I dispute a top-up?
Top-up disputes are handled differently as they involve your bank. Contact support for assistance.