Something doesn’t look right? Here’s a starting point for understanding a charge, missing loyalty points or a reward issue, and preparing the information needed for a review.
This page is a draft. Vaultly’s dispute submission channel, eligibility requirements and response timelines are still to be confirmed. No dispute can be submitted through this page yet.
Start with the situation that best describes your concern.
Check the merchant name against your receipts and subscriptions. If you suspect an unauthorised payment, promptly contact your card provider through the official contact details in your cardholder agreement. Don’t wait for this draft page to become available.
You may have been charged twice, charged the wrong amount or charged after cancelling a subscription. Compare the transaction with your receipt and keep a record of the difference.
If goods didn’t arrive, a purchase wasn’t as described or a promised refund is missing, contact the merchant to try to resolve the issue. Keep copies of the conversation and any supporting records.
All gift card sales are final. Once purchased, gift cards are non-refundable. A change of mind about buying a gift card is not a transaction dispute. Returns of goods or services are handled under the merchant’s policy and applicable law. This policy does not remove rights for unauthorised transactions, payment errors or legally required refunds.
Check the program’s earning rules and posting time, then contact the business running your loyalty program. Keep the receipt and a screenshot showing the points you expected and the activity recorded.
Review the reward’s conditions, participating location and any stated expiry date. Capture the offer and any error message, and ask the program’s support team to review it.
Use the official support channel in your member terms if points or rewards appear to have been used without your permission. Protect your account credentials and keep a record of the activity.
A loyalty review concerns points or rewards. If there is also an incorrect or unauthorized payment-card charge, report that separately through the card provider’s dispute process. No reward reinstatement or payment refund is promised by this draft.
A clear explanation helps the relevant support team understand what happened.
Please send us a screenshot or receipt captured at the time of your Vaultly transaction. For Loyalty, also keep the program name, activity date, points or reward in question and any relevant offer or error screenshot.
Describe the issue, the amount you’re questioning and any steps already taken to resolve it.
Keep relevant receipts, merchant messages, cancellation confirmations, delivery records or refund confirmations.
Do not send passwords, PINs, security codes or full card numbers in an enquiry.
The final page will explain where to submit a dispute, how to provide supporting information and how to follow its progress. The process may differ between Merchant Checkout, Corporate Prepaid and Loyalty, and between a card purchase, funding transaction or transfer. For a corporate payout amount, timing or eligibility question, contact your employer’s program administrator. Card transaction disputes follow the support process in your applicable cardholder agreement. Loyalty points and reward reviews follow the participating business’s member terms and support channel.
Approved support contacts, submission steps, applicable deadlines and review timelines will be added here once confirmed. This draft does not establish dispute rights or promise a refund.