This article explains how to dispute a Gnosis Pay Card transaction (file a chargeback). It outlines when to escalate a dispute, what evidence is required, and how to initiate the process with Gnosis Pay support.
If you believe a transaction on your Gnosis Pay Card is incorrect or fraudulent—and the issue can’t be resolved with the merchant—you can file a formal dispute (also called a chargeback).
This guide walks you through the process from start to finish.
❗ Read This First: Is a Dispute the Right Step?
A dispute should only be filed as a last resort. You must first contact the merchant directly for:
Being charged the wrong amount
Goods/services not delivered
-
Being unhappy with the product/service
🚨 Exception for fraud:
If you see a charge you don’t recognise at all, do not contact the merchant.
Instead:
🔒 Freeze your card immediately
Skip to Step 3 and contact Gnosis Pay suppor
🧾 Step-by-Step Dispute Process
Step 1: Contact the Merchant
✅ Why: Most issues are resolved faster this way
What to do:
Explain the issue clearly and request a refund
Be polite and direct—state exactly what went wrong
📌 Important: Keep records of your communication
Examples:
Email threads
Chat transcripts
Call summaries or screenshots
Step 2: Gather Your Evidence
If the merchant can’t (or won’t) help, prepare the following:
Detailed Explanation of the issue
Proof of Purchase (receipt, order confirmation, invoice)
Proof of Merchant Contact (emails or screenshots showing you tried to resolve it)
📂 Organise these items in advance. It helps us act faster.
Step 3: Submit Your Dispute to Gnosis Pay
Open the Gnosis Pay web app and start a chat with support.
State clearly: “I’d like to dispute a transaction.”
You’ll be asked to share the following:
What happened? (Your detailed explanation)
Can you prove the purchase? (Receipts or invoices)
Did you contact the merchant? (Include your communication evidence)
⏳ What Happens Next?
Gnosis Pay will file a formal chargeback through the Visa network
The merchant will have a chance to respond
We’ll update you with the progress and outcome
The process can take several weeks, depending on complexity
🔐 Your funds remain safe while the dispute is under review