If you are using a Striga Card, a Striga powered card or you are a Striga customer that has cards for your users and a user complains about a transaction that they do not recognize which they would like to dispute, please read the contents of this page.

A dispute is fundamentally a process where the cardholder believes that they were charged unfairly or incorrectly and would like to get their funds back from the merchant where funds were sent to. To do this -

Ensure that the amount being disputed is at least 50 EUR (The minimum required value to raise a dispute as per governing law and scheme/issuer terms). If the dispute amount is exactly 50 EUR, this unfortunately is a loss to the user.
If the amount is greater than 50 EUR, the cardholder must fill out this form with any & all supporting information.
Send the filled out form along with the Striga user ID, Card ID and Striga Transaction ID to [email protected] with the subject - "Card Transaction Dispute"

Process

Please process a dispute form as soon as you have the necessary information and are ready to begin the dispute process. A cardholder has typically between 75-120 days from the transaction settlement date to file a dispute. Disputes are largely time consuming, often manual and charged at cost to the company that is managing the customer communication and front-end.

Thus, before beginning a dispute process, please try having the user contact the merchant directly or attempt resolution with the merchant to revert/release a transaction before formally opening a case. Only open a case if all other options have been exhausted of recovering funds from the merchant.

Once a dispute form is submitted to Striga support, the support team along with the Issuer verifies the claim for legitimacy and passes it onto the scheme (Visa) if the form meets the scheme rules. The scheme then makes a final decision, informs the issuer and through Striga, the cardholder.

The fee for a dispute is charged irrespective of the outcome and if the user wins the dispute, the funds in whole are returned to their account, in Euros.