Chargeback at Mox
1. What should I do if I spot a disputable charge?
There are a number of reasons why your statement may contain a charge you don't recognize. Here are some tips to help you identify the transaction:
- Try searching for the merchant’s name online for more details.
- Check for additional charges from hotels, taxis, airlines or hire car services.
- Check your messages or emails for receipts that may also contain the shop’s name.
- Check for any adjacent transactions with a similar timestamp through your transaction activity log.
- Have any of your free trials expired? You may have started paying for these services.
If you still don’t recognize the transaction, contact us immediately.
If you suspect fraud, follow the steps below to lock your Mox Card immediately:
- Log in to the Mox App
- Tap ‘View details’ on the Mox Card
- Tap ‘Lock’
- Contact us
2. How do I raise a chargeback request?
Contact us immediately
In most cases you'll first need to try to solve the problem by contacting the retailer. If unsuccessful, contact us to raise a query about the transaction.
Once you’ve confirmed that there is an issue, it's important to contact us as soon as possible. You'll need to raise a dispute within 60 days from the statement date (unless the merchant has closed down) to give us sufficient time to process your request.
To raise a request, you can email the completed form to care@mox.com by your registered email. We will contact you to follow up if necessary.
3. What is Mox’s role?
Once we receive a dispute, we’ll assist customers by raising chargeback requests against the merchant acquirers on their behalf. If the merchant acquirers or merchant accept a chargeback request and issue a refund for the transaction, we’ll return the money to the customer accordingly.
4. What is the chargeback mechanism?
Chargeback is a protection mechanism that card associations provide their customers. After using their card for a purchase, the customer settles the payment with the bank. If the merchant fails to provide the purchased goods or services because it has gone out of business, or if the goods do not match the description provided, the customer can request their bank’s assistance in applying for a refund.
5. What should I do before calling Mox?
Before contacting us, you should have the following information ready:
- Transaction date
- Merchant name
- Transaction amount
- Disputed Amount
- Reason for dispute
Examples:
- I was charged for a cancelled subscription.
- I have been charged more than once by this merchant.
- An incorrect amount was billed to my account.
- The goods or services were not provided after purchase.
6. Do I need documentation to support my dispute?
According to the card scheme’s relevant chargeback rules, customers are required to provide supporting documents (e.g. invoices or service contracts) for our investigation and to submit them to us at their earliest convenience.
The request and supporting documents will be analysed and examined according to the credit card scheme’s rules. Upon receipt of the documents, requests will be processed in around 60-90 days. Processing times may vary depending on complexity.
7. When will I know the results?
After you report the dispute transaction to us, our specialised team will contact you within 7 business days by notification and email, whether the case fulfils the chargeback requirement or require further investigation, there will be further update.
Upon receipt of the relevant documents, requests normally take around 60-90 days to process. Processing times may be longer depending on the merchant and the complexity of the dispute. We’ll inform you of the results of the dispute through notification and email.
8. Will I be charged a handling fee?
A dispute handling fee of HK$150 will be charged for every transaction dispute that cannot be resolved with the merchant and card scheme.
9. What are the processing periods for the chargeback request?
Please refer to details in Card Associations’ Processing Periods for Chargeback Requests.
10. What are the ineligible transactions for chargeback?
Not all credit card transactions are protected by chargeback / dispute resolution.
- Requests submitted after the deadline
Chargeback requests should be raised within 60 calendar days of the statement issue date.
For cases where the reason of request is that the merchant closed resulting in failure to deliver goods and/or services after a one-off pre-payment / instalment, the eligible claim period shall not exceed 540 days from the transaction posting day.
After this 60-day / 540-day period, We reserve the right to reject any request. You shall be responsible for any loss or damage (if any) arising out of or in connection with the relevant Card transaction.
- 0% Merchant Split Purchase instalments
0% Merchant Split Purchase instalments are loan agreements between you and us. We advance a one-off loan to you and pay the full amount to the merchant, while you undertake to repay us and not the merchant by instalments.
You can still raise chargeback request on the transaction to the merchant itself but are still bound to repay the instalment amount on time to us while the chargeback request is still in progress.
- Online Transactions with One-time Password (OTP) or Mox app Authentication
Numerous online merchants have implemented secure payment technologies. Your identity is verified by the one-time password (OTP) sent to your registered mobile phone with us via SMS or through confirmation in Mox app. Authentication must be completed before the purchase can be executed. Since the transaction is authenticated, the liability would be on you and “Unauthorised Transaction” cannot be used as a reason for chargeback application
- Face-to-Face transactions (i.e. Card-Presented and contactless) where magnetic strip is not used (i.e. chip read)
Since the transaction is authenticated, the liability would be on you and “Unauthorised Transaction” cannot be used as a reason for chargeback application.
- Transactions processed via various e-Wallets including but not limited to Apple Pay, Google Pay, Alipay, WeChat Pay and Octopus Wallet
Since the transaction is authenticated, the liability would be on you and “Unauthorised Transaction” cannot be used as a reason for chargeback application.
- Other Reasons
For example, quality of goods and/or service provided by a merchant or contract-related disputes are not covered service offered by Card Associations.