How to dispute a charge?

First, reach out to the merchant responsible for the transaction you'd like to dispute. If the dispute does not get resolved with the merchant, here are the next steps:

  • Sign into your Shakepay account through mobile app

  • Select the transaction in your transaction history to view the details.

  • Then, you can select the dispute button in the transaction details.

  • You will be asked to confirm the name of the merchant, the amount spent in the transaction and date of the transaction.

buy bitcoin, buy ethereum, sell bitcoin, sell ethereum, Shakepay, buy crypto, Canada, cryptocurrency, Shakepay Card
  • You will be asked to explain the reason for the dispute and confirm if the merchant has been contacted. You must then provide the date, method of communication and screenshots of the correspondence with the merchant.

  • You will then be asked a series of questions based on the reason for your dispute, and you will be required to submit a detailed explanation of the dispute.


What are the dispute process delays?

You will be notified of the status of your disputes via email. Please note it may take up to 15 days for disputes to be reviewed.

Customers have 60 days to raise a dispute and 90 days to submit a dispute after the date of the transaction. Once this timeframe has passed, we will no longer be able to rectify the dispute on your behalf.



Related articles:
How do I suspend my Shakepay Card?

What are the fees and limits of the Shakepay Card?

How do I transact with the Shakepay Card?

How do I cancel my Shakepay Card?

How does the Shakepay Card work?

Did this answer your question?