If you believe a transaction made with your Gnosis App Card is incorrect or fraudulent and the issue cannot be resolved directly with the merchant you may submit a formal dispute.
This guide explains the process step by step.
Before You Begin: Is a Dispute Necessary?
A dispute should only be submitted as a last resort. In most cases, you should first contact the merchant directly to resolve issues such as:
Incorrect charges
Goods or services not received
Dissatisfaction with a product or service
Exception: Suspected Fraud
If you notice a transaction you do not recognise, do not contact the merchant.
Instead:
Freeze your card immediately
Proceed directly to Step 3 and contact Gnosis App Support
Step-by-Step Dispute Process
Step 1: Contact the Merchant
Why this matters:
Most payment issues can be resolved more quickly by working directly with the merchant.
What to Do
Clearly explain the issue
Request a refund or correction
Be concise, polite, and specific about the problem
Keep Evidence of Your Communication
Please retain any records related to your attempt to resolve the issue, including:
Email conversations
Chat transcripts
Screenshots
Call summaries
Step 2: Gather Supporting Evidence
If the merchant is unable or unwilling to resolve the issue, prepare the following documentation:
Required Information
A detailed explanation of the issue
Proof of purchase (receipt, invoice, or order confirmation)
Proof that you contacted the merchant (emails, screenshots, or chat history)
Tip
Organising these documents in advance helps speed up the review process.
Step 3: Submit Your Dispute to Gnosis App
Open the Gnosis App and start a support chat. You can also contact Gnosis support through our official contact channels for assistance.
Clearly state: “I’d like to dispute a transaction.”
You will be asked to provide:
A detailed explanation of what happened
Proof of purchase
Evidence that you attempted to contact the merchant
What Happens Next?
Once your dispute is submitted:
Gnosis App will initiate a formal request through the Visa network
The merchant will have an opportunity to respond
You will receive updates regarding the status and outcome of the dispute
Processing Time
Dispute investigations may take several weeks, depending on the complexity of the case.
Security of Funds
Your case will remain under review throughout the process, and your claim will be handled securely in accordance with Visa dispute procedures. For further assistance with card-related issues, consult the Gnosis App Help Center for FAQs and troubleshooting guides or contact Gnosis customer support for personalized assistance.