How Can I Dispute a Transaction in the Bano App?

If you need to dispute a transaction, the process within the Bano app is designed to be straightforward. Though Bano recommends initially contacting the merchant to resolve the issue.

Steps to Dispute a Transaction 

1. Open the Bano app and locate the specific transaction you wish to dispute.
2. Scroll down to the bottom of the transaction details.
3. Tap on 'Report an issue'.
4. Provide the reason for the dispute and upload any supporting documentation.
5. Tap 'Done' to submit your dispute. Our Compliance team will review your case and contact you accordingly.

Additional Notes

• The standard dispute process aims to recover your funds, although this is not guaranteed. Typically, chargebacks are processed within 15-30 business days.
• As an additional precaution, we recommend freezing your Bano Mastercards and requesting a reissue to prevent any further disputed transactions.
• If your dispute concerns unauthorised or unrecognised transactions, you must cancel your current card before proceeding with the dispute.