What to do after reporting a transaction?

This information could be helpful after report a transaction:

Transaction status:

Remember that a transaction could be in a different status before being "authorized". It won't be charged if the transaction is in notification or pending.

The change in the transaction status depends on the trade and could take from 8 to 15 days to change.

We advise you to review this article to have more details regarding transaction statuses. 

First response time

Once you have reported a transaction, we will review the possibility of a temporary refund within 5 days of the submission.

Note: Please remember that it may take up to 45 days to reach a final resolution to your claim.

Resolution against:

If, after reviewing the transaction with the chargeback operations team, the claim is determined to be 'Rejected,' we will notify you as shown in the image below, and also via email. Remember that each case is different, and you can always contact us to provide more details on reasons why a claim was not approved.

• Note:  If a temporary credit has been made to your account, it will be debited along with $500MXN per unaccepted claim. We always recommend verifying the transactions with your work team before reporting a transaction as "Not Recognized".

Resolution in favor:

If, after reviewing the transaction with the chargeback operations team, the claim is deemed "Approved", we will notify you immediately as shown in the image below, as well as via email.

• Note:  If a temporary credit has been made to your account, it will remain definitive. If no temporary credit has been made, you will see the credit reflected in the account statement after the final ruling.