Disputes and refunds

Last updated: September 18, 2026

IF YOU ONLY READ ONE THING

Check the first two sections before raising a dispute — most "missing money" turns out to be a pending authorisation or a refund still in flight. If it isn't, we'll handle your dispute through to completion, including after your card stops.

FIRST: IS IT ACTUALLY A PROBLEM?

A charge looks wrong, or bigger than expected

Card payments happen in two stages. When you pay, an amount is held - that's a pre-authorisation. The merchant settles the real amount later, and it can be different.

While it's held, the money is reserved but hasn't gone anywhere. If the payment fails, it comes straight back to you.

Where you'll see this

  • Ride-sharing and food delivery - an estimate is held when you order, then the real total including any tip is charged afterwards

  • Hotels - a hold at check-in covers the stay and possible extras, with the final amount taken at checkout

Any difference between the hold and the final charge is released back to you.

Not all merchants work with a Gnosis Pay card. Car hire and pay-at-pump fuel place large or open-ended holds that a self-custodial wallet can't support, so those payments are declined rather than held.

How long should it take?

Most transactions clear within minutes. If something has been pending for more than 10 days, email help@gnosispay.com with the merchant, date and amount.

Checking it yourself

Every transaction is on Gnosis Chain, so you can look up your Safe address on GnosisScan and see exactly what has moved and what hasn't.

The same charge appears twice

Usually a pending authorisation sitting alongside a settled transaction, rather than two payments. Wait for the pending one to drop off before raising anything.

If both settle and stay, that's a genuine duplicate - raise a dispute below.

I'm waiting for a refund

Refunds come from the merchant, not from us. They start it, it travels through Visa's systems, and then it lands in your Gnosis Pay Safe.

How long it takes

Usually within 5 working days of the merchant sending it. The legal maximum is 28 days, but that's rare. Check with the merchant that they've actually processed it before you start counting.

Look for a new transaction, not a change to the old one

A refund arrives as a separate credit. The original payment stays exactly as it was, so it's easy to think nothing has happened. You can also check directly on-chain - put your Safe address into GnosisScan and look for an incoming transfer.

The amount doesn't match what I paid

  • If you paid in another currency, the exchange rate will have moved

  • The merchant may have deducted return postage, a restocking fee, or shipping they don't refund

It's been more than 5 working days

  1. Ask the merchant for a refund receipt and an ARN (Acquirer Reference Number) - that's what lets us trace it

  2. Check your transaction history and your Safe address on GnosisScan for a new credit

  3. Get in touch with your Safe address, the transaction date and the ARN

If you've already withdrawn everything

The refund still arrives in your Safe. It doesn't bounce and it isn't lost - check the address on a block explorer, then move it out. 📄 Withdrawing after your card stops

Worth watching your Safe address for a few weeks after your final withdrawal if you're expecting anything back.

What's the difference between a reversal, a refund and a chargeback?

Reversal - a pending authorisation that's released without ever being charged.

Refund - the merchant sends money back voluntarily.

Chargeback - we claim the money back from the merchant on your behalf through the card scheme, when they won't refund you. That's what a dispute is.

RAISING A DISPUTE

If none of the above explains it, we'll raise a dispute with the merchant's bank on your behalf.

Try the merchant first where you can. Disputes take weeks; merchants often resolve things in days, and we'll ask whether you've contacted them - except for fraud, where you shouldn't.

Send us:

  • What happened, in your own words

  • The transaction date, amount and merchant

  • Proof of purchase - receipt, order confirmation or invoice

  • Any correspondence with the merchant

  • The last four digits of your card

Email help@gnosispay.com with "Transaction dispute" in the subject line.

TIME LIMITS

Disputes must be raised within 180 days of the transaction date, or 540 days if the transaction was fraudulent. These are card scheme rules, not ours.

That window doesn't extend because the card programme is ending. A purchase made in July can't be disputed after December 2027, whatever else is happening - so raise anything outstanding as soon as you can.

WHAT HAPPENS AFTER YOUR CARD STOPS

We will handle open disputes and refunds through to completion.

A dispute raised before 20 December carries on normally after that date - your card stopping doesn't affect it.

You can also raise a new dispute after 20 December, as long as the transaction is still inside the time limits above. We keep helping until 12 June 2028, specifically to cover disputes, chargebacks and refunds.📄 How to get support

IF YOU'RE UNHAPPY WITH THE OUTCOME

Please follow our📄 Complaints handling procedure