With so many cancellations across travel, entertainment, sport and more, following the outbreak of COVID-19, billing disputes are escalating as millions of people struggle to navigate the minefield of diverse processes to try and get their money back.
Johan Gerber and Marie Russo from Mastercard have provided the following tips to help people bypass billing disputes in the COVID-19 era.
“Many businesses are supporting their customers and offering refunds or instituting flexible policies such as fee waivers, store credit or vouchers,” Gerber and Russo advise. “Ultimately, it’s best if you can come to an amicable resolution with the business before involving the bank that issued your card. Once the bank disputes a charge – whether for suspected fraud, damaged product or, as is increasingly the case, a trip or event has been cancelled – the process can take longer than most people would like.”
Here are some tips to help you streamline the process as much as possible:
- Do your research: Check the business website to understand your options, whether it be a refund, credit or voucher. Many businesses are posting updated policies, helpful tips and alternative contact options on their websites to make the process as easy as possible.
- Start with the business: With any purchase inquiry as well as to request a refund, be sure to contact the business first. They can usually handle this directly.
- Be patient: While waiting on hold is never fun, just like you, there are lots of people whose plans have changed. Remember, these businesses are doing their best under extremely difficult circumstances. These are unprecedented times, so what was immediate previously may now take longer.
- Ask questions: When you contact a business, ask what their expected timeline is for reimbursement so you can plan accordingly, and add a few extra days just to be safe. And, it’s ok to ask for updates through the process.
Additional options: If things are not resolved with the business, check to see if you have trip insurance or purchase protection plans, for example. The final fallback is to call your bank or credit union that issued your card. If you do, have all the key details ready to help the process – starting with the transaction amount and date. Be ready to share any prior communication you’ve had with the business.
Gerber and Russo say Mastercard is using its technology to cut down on this process – or to bypass it entirely – by giving banks and credit unions the ability to share near-real time alerts with businesses about disputed transactions. This allows everyone to be on the same page early and potentially resolve the situation within 24 hours, instead weeks or months.
