Firstly, reach out to the merchant again to discuss why they have charged you for the services and request a refund. In some cases, this can provide a quicker resolution.
We always recommend this be done in writing (ideally by email) as this can be used as supporting documentation, should you wish to raise a dispute.
If the merchant will not issue a refund for the subscription fee, please contact Capital on Tap and notify our Customer Service team that you would like to raise a dispute for a charge on your card.
From there, the team will take some details about the dispute and open a case internally. We will contact you requesting further information/evidence, to support your case.
Important Note:
We require evidence and information to support your dispute (I.e. Receipts and Copies of all your communications with the merchant).
Therefore, any evidence our Disputes Team may request is intended to strengthen your case or is the information we must provide when submitting a chargeback.
Capital on Tap attempts to recover the funds on your behalf during the chargeback process. However, we cannot guarantee that we will be successful in doing so, but we will utilise any evidence you can provide to support your case.
In most cases, we can only submit a chargeback within 120 days of the transaction date or the date you expected to receive the merchandise or services.