Credit card disputes

A cardholder can dispute a credit card transaction. In order to do so, the card holder needs to open a dispute with the card issuer. This is possible until 180 days after the transaction. You will receive an e-mail when a dispute has been opened for one of your transactions.

See disputes

See your ongoing disputes in the ICEPAY Portal .

Follow the steps below:

1. Log into the ICEPAY Portal.
2. Go to Tools -> Disputes.
3. Click on Dispute Reference to see the details.

Don't click on any buttons within a dispute without discussing with ICEPAY first.

Chargeback

The issuer can decide to initiate a chargeback as a result of the dispute notification. The issuer will cancel the debit for the cartholder and notify the credit card scheme (Visa or Mastercard). The scheme will claim the amount from ICEPAY.

You can choose to defend a chargeback. ICEPAY will advise you in this situation.