Cardholders can dispute a transaction on your card where you don’t think the charge is correct, for example –
- Fraudulent charges
- Unauthorised transaction on your AllGo Mastercard Gift Card
- Excessive charge
- Failure by the merchant to deliver the ordered product
- Defective goods/products
- Dissatisfaction with the product or service received
- Billing Error
To dispute a transaction, there are two important steps that you should take:
Step 1: Immediately Lock your AllGo Card
- To Lock a Physical Card: Log into your getmybalance.com account, go to card details and click the Active button. Click here for more details.
- To Lock a Digital+ Card: Log into your Get My eCard app on your phone, go to Settings and click on Lock Card.
You can also lock your card by calling the Lost & Stolen Helpline during business hours on +353 1 513 3656.
Step 2: Contact the Merchant and Request a Refund
You should then contact the merchant directly to report the transaction and request a refund. You should do this by email in order to have a record of your request. Normally, if the merchant is legitimate, they will investigate and process a refund within a week.
If the merchant does not respond, or does not offer a refund despite a valid claim within 7 working days, then please contact AllGo Customer Service on help@allgogiftcard.com and we will help you open a Disputed Transaction Case with Mastercard. This process can take around 60 days, so it is normally much faster to receive a refund from the merchant directly.