When a purchase is reported as unauthorised (or charged back) the funds will be returned and the account will be frozen as it has items or membership that haven't been paid for. Chargebacks also incur additional fees from the payment provider, which are added to the balance.
Reverse the chargeback
If the funds haven't been returned to your bank account yet speak with your payment provider to reverse the chargeback or dispute.
Reversing a chargeback will prevent the additional charge and allow you to request a refund.
Clear the unpaid balance
If the funds have already been returned, the unpaid balance will need to be paid off, this will include the additional charge from the payment provider.
To pay off an unpaid balance:
- Log in to the payment store
- Follow the on-screen prompts
Report unauthorised access
If you think a third party accessed your account and made fraudulent payments, first secure and recover your account and then get in touch so we can help.
Response ETA: Up to 48 hours