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Transaction Dispute

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1 Getting Started

2 Transaction dispute reason

3 Using your data

4 Upload your documents

5 Card details

6 Transaction information

7 Primary cardholder details

8 Contact details

9 Summary

Need help?
Getting Started
Bank of Ireland can issue a refund request on your behalf to Visa or Mastercard using the chargeback scheme.
- We will ask you for documents to support your claim.
- It should only take you 5 -10 minutes to complete this form.
- We will respond to you within 7 working days
- This refund is not guaranteed by Visa or Mastercard until they confirm it. This can take up to 45 days.
- If Visa/Mastercard do not confirm the refund, the seller may reverse the refund by charging you again.
Have you tried to resolve this with your seller first?*
- Yes
- No
You cannot proceed unless you have already tried to resolve this with your supplier. Contact your supplier, and keep all written proof should you need it later.

Need help?
Transaction dispute reason
Tell us the reason you are disputing this transaction. If you believe this transaction is fraudulent, call us 1800 946 764.
Dispute Reason*
We need the following information from you to support your case:
- Written explanation and proof that you contacted the Seller to try to resolve this.
- Detailed receipt/invoice.
- Written explanation and proof that you contacted the Seller to try to resolve this.
- Detailed receipt/invoice.
- Liquidation notice
- For holiday companies: Confirmation that the company was not ATOL protected.
- Written explanation and proof that you contacted the Seller to try to resolve this.
- Detailed receipt/invoice.
- Expert opinion that the goods were defective or fake.
- Written explanation and proof that you contacted the Seller to try to resolve this.
- Detailed receipt/invoice.
- Terms and Conditions.
- Written explanation and proof that you contacted the Seller to try to resolve this.
- Detailed receipt/invoice.
- Postage receipt proving you returned the goods.
- Written explanation and proof that you contacted the Seller to try to resolve this.
- Detailed receipt/invoice.
- Proof from the supplier that they offered you credit.
- Written explanation and proof that you contacted the Seller to try to resolve this.
- Detailed receipt/invoice.
If your dispute reason is not listed, you can call customer service:
- For debit card queries call 0818 365 365
- For credit card queries call 1890 251 251
The expected delivery date should have been between 30 and 120 days ago.

For debit card refunds not received the refund promise should be in the last 15 days.

For credit card refunds not received your refund promise should be in the last 30 days.

Need help?
Using your data
As part of this process, we will use the personal information you give us to support your application.

By tapping Agree and continue you confirm that you understand that any personal information you share will be managed by us in line with our Data Privacy Notice. Where we provide payment services you agree that we may process your personal data to provide you with those payment services.

Provide a copy of this notice to anyone whose personal information is included in this application and make sure you have their permission to share this information.

Need help?
Upload your documents
Your dispute reason:
Written Explanation*
You need to upload all the documents listed below.
Proof that you contacted the seller to try to resolve this.

Proof can be a screen shot of an online chat, a saved copy of an email, a screen shot of texts, or any other written proof that you have.
Detailed receipt/invoice.

The receipt should contain the date, the supplier information, the price and a description of the item.
Liquidation notice.

You can find this on the website of the supplier or other media outlets.

For holiday companies: Confirmation that the company was not ATOL protected.

Upload proof that you are not getting a refund from ATOL. This could be proof that the company is not ATOL protected or proof from ATOL that they are not giving you a refund.
Expert opinion that the goods were defective or fake.

This should be an email, or a letter on headed paper from a professional in the industry containing their full contact details.

In the case of fake goods, we need an email from the genuine manufacturer confirming that these goods were fake.
Postage receipt proving you returned the goods.

This can be a screen shot of an official postage receipt or a saved pdf copy of an email receipt from the delivery company.
Proof from the supplier that they offered you credit.

This can be a screen shot of an online chat, a saved copy of an email, a screen shot of texts, or of call records, or any other written proof that you have.
Terms and Conditions.

Your supplier will have sent these to you upon receipt of the booking. You could also look for them on their website and take a screen shot.
Drag and drop here or click to browse your files*
Max. 2MB each in size.

Drop files here or Click here to add a fileRemoveFile added

Accepted file types: jpg, pdf, png, jpeg.
Add a 2nd document?*
- Yes
- No
Drag and drop here or click to browse your files*
Max. 2MB each in size.

Drop files here or Click here to add a fileRemoveFile added

Accepted file types: jpg, pdf, png, jpeg.
Make sure you have uploaded all the required documents. If not your application will be delayed.
Add a 3rd document?*
- Yes
- No
Make sure you have uploaded all the required documents. If not your application will be delayed.
Drag and drop here or click to browse your files*
Max. 2MB each in size.

Drop files here or Click here to add a fileRemoveFile added

Accepted file types: jpg, pdf, png, jpeg.
Add a 4th document?*
- Yes
- No
Make sure you have uploaded all the required documents. If not your application will be delayed.
Drag and drop here or click to browse your files*
Max. 2MB each in size.

Drop files here or Click here to add a fileRemoveFile added

Accepted file types: jpg, pdf, png, jpeg.
Add a 5th document?*
- Yes
- No
Make sure you have uploaded all the required documents. If not your application will be delayed.
Drag and drop here or click to browse your files*
Max. 2MB each in size.

Drop files here or Click here to add a fileRemoveFile added

Accepted file types: jpg, pdf, png, jpeg.

Need help?
Card details
From which card is this payment made?
Card Type*
Must be a Bank of Ireland card held in the Republic of Ireland
- Mastercard Credit
- Visa Debit
Does this card have the word "Commercial" in the top right corner?*
- Yes
- No
The numbers highlighted in the example is the card number we need.
8-digit card number*
The 8-digit number on the card, not the 16-digit number.
The numbers highlighted in the example are the 4 digits we need.
Last 4 digits of credit card number*

Need help?
Transaction information
Enter the detail of the transaction as shown on your statement.
Transaction detail*
Transaction detail*
The area highlighted in the example is the 'transaction detail' we require. You can find it on your current account statement.
The area highlighted in the example is the 'transaction detail' we require. You can find it on your credit card statement.
Amount*
Date of the payment*
Date Format: YYYY dash MM dash DD

Need help?
Primary cardholder details
We need this information to help us identify the transaction.
First name*
As per card statement
Last name*
As per card statement
Date of birth*

Need help?
Contact details
Tell us how to contact you with updates during this application.
Country code*
Mobile number*
Email*
Enter email Confirm email

Need help?
Summary
Check and edit the details below before you click Submit to make sure they are correct. If not you will need to fill out the form again.
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I understand that clicking Submit is the same as submitting a signed form.
Comments
This field is for validation purposes and should be left unchanged.

You are here in your journey

Getting Started
Transaction dispute reason
Using your data
Upload your documents
Card details
Transaction information
Primary cardholder details
Contact details
Summary

Bank of Ireland Group plc is a public limited company incorporated in Ireland, with its registered office at 40 Mespil Road, Dublin 4 and registered number 593672. Bank of Ireland Group plc, whose shares are listed on the main markets of the Irish Stock Exchange plc and the London Stock Exchange plc, is the holding company of Bank of Ireland.

Bank of Ireland is regulated by the Central Bank of Ireland. In the UK, Bank of Ireland is authorised by the Central Bank of Ireland and the Prudential Regulation Authority and subject to limited regulation by the Financial Conduct Authority and Prudential Regulation Authority. Details about the extent of our authorisation and regulation by the Prudential Regulation Authority, and regulation by the Financial Conduct Authority are available from us on request. By proceeding any further you will be deemed to have read our Terms and Conditions and Privacy Statement.

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Getting Started

Bank of Ireland can issue a refund request on your behalf to Visa or Mastercard using the chargeback scheme.

Transaction dispute reason

We need the following information from you to support your case:

Using your data

Upload your documents

You need to upload all the documents listed below.

Proof that you contacted the seller to try to resolve this.

Detailed receipt/invoice.

Liquidation notice.

For holiday companies: Confirmation that the company was not ATOL protected.

Expert opinion that the goods were defective or fake.

Postage receipt proving you returned the goods.

Proof from the supplier that they offered you credit.

Terms and Conditions.

Card details

Transaction information

Primary cardholder details

Contact details

Summary