We know how unsettling it can be to notice an unrecognised transaction in your account. So don’t worry, we’re here to help.
- First, immediately lock your card by logging in to your YouBiz App or via YouBiz web and lock your physical card through the 'Cards' tab.
- Next, do a quick search online for the name of the unfamiliar merchant listed on your account statement. Companies sometimes have a different brand/shop name from their registered business name, so doing this check could help you recognise a legitimate transaction.
- In addition, keep in mind that some transactions can take a while to show up in your statement - up to a few weeks. Try to recall payments you’ve made over this sort of timeframe, rather than only considering the last couple of days.
If you are certain that you did not initiate the transaction:
Step 1: Complete the Chargeback form: Fill out the YouBiz Dispute and Chargeback form available online. To dispute more than 3 transactions, please download/share screenshot of your transaction history and highlight the disputed transactions for our review
Step 2: Attach Supporting Documentation: Include any required supporting documents as indicated in the form
Step 3: After submitting the form, reach out to our Customer Support team via youbiz.help@you.co for us to process the dispute
Important Note:
- Please ensure that your chargeback request is submitted within 45 days from the transaction date
- All disputes will undergo a thorough investigation which typically may take between 9 to 12 weeks, varying based on the complexity of the case and the disputed amount
- A S$20 handling fee may apply if a false declaration is proven through our internal investigation, supported by evidence from the merchant
- You should also make a local police report here if your card is lost, stolen, or being used fraudulently. This report may be required during our internal investigation process.
Learn more on What happens if I suspect unauthorised or fraudulent usage of my card?