In an instance where you have paid for the same merchandise or service via two payment methods (i.e. via cash and card or two different cards), you may be able to dispute this.
We will require proof of payments showing that the same merchant received payment twice. We also recommend you contact the merchant in the first instance, to provide them opportunity to resolve the issue.
If you are unable to resolve the matter directly with the merchant, 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 are obligated to provide when submitting a chargeback.
During the chargeback process, Capital on Tap is attempting to recover the funds on your behalf. 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.