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How do I dispute a charge on my Qantas Money credit card?

A transaction dispute occurs when you, or an additional cardholder, questions a transaction charged to your credit card account.

We aim to make the experience as easy as possible if you need to dispute a transaction. Below we've provided detailed information of the steps involved in disputing a transaction. Mastercard has set rules and timelines for the dispute process, which can sometimes take up to 120 days to resolve.

Before you lodge a transaction dispute

If you believe a transaction is fraudulent or was not authorised by you, please contact us immediately on 1300 992 700.

For all other transaction disputes, we recommend trying the steps below first.

What to do if you don’t recognise the merchant’s name

  • Check with all additional cardholders to confirm the transaction was not theirs.
  • Merchant names can vary. A merchant might use a different trading name, brand name or company name. Search online for the name shown on your statement to help identify the business.
  • Review purchases made through services such as PayPal, Apple or Google, as these may appear differently on your statement.

Please Note: Unauthorised transactions are charges that a cardholder claims to never have authorised. We must block your card before pursuing the dispute with the merchant's bank.

Get in touch with the merchant

  • If you have a question about a transaction, start by contacting the merchant directly. This is often the fastest way to resolve billing errors, duplicate charges, refund requests, or issues with goods and services.
  • Many organisations, including Apple, Google and PayPal, have their own processes for handling payment enquiries and disputes. Contacting them directly may lead to a quicker resolution.

Double-check the transaction information

  • If the purchase was made with an overseas merchant or in a foreign currency, the final amount may vary due to currency conversion or exchange rate movements.
  • Check whether the transaction is a temporary authorisation or pre-authorisation, as the final amount may not yet have been processed.

How to dispute a transaction?

If you believe a transaction is fraudulent or was not authorised by you, please contact us immediately on 1300 992 700.

For all other transaction disputes, please contact us on 1300 464 164.

Please Note: This process and contact information are only for Qantas Money credit card related requests. For Qantas Pay card related requests, please refer to the relevant Qantas Pay article.

Please Note: An unauthorised transaction is a transaction that you or an additional cardholder did not authorise. We will need to block your card before pursuing the dispute with the merchant's bank.

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