How do I claim back a duplicate charge on my card?

To manage the refund of a duplicate charge on your card, you must contact the merchant to which you made the purchase so that they can proceed to refund the duplicate charge.

If it has been more than 7 days since you contacted the merchant and you have not received a reply, you can open the card charge claim from the app. To do this, access the app from your mobile phone, select the card, click on the charge to see the details and click on "Claim charge". Then tick the appropriate options in the claim summary. Finally, all you have to do is sign the claim.

Remember that you will need to provide documentary evidence of attempted contact with the merchant, which we will request by email, and you will only be able to claim the charge if the charge detail does not state "payment not confirmed".