Contact Kolo support if you need to challenge a card payment. A dispute is different from asking a merchant for a refund — it follows the applicable card-payment process, and the outcome isn’t guaranteed.
Key fact | Details |
Deadline | 120 days from the transaction date |
Fee | USD 35.00 per disputed transaction — see Ads Cards Fees |
Final resolution | Typically 45–90 days |
Final decision | Made by the card network |
What Can Be Disputed
An unauthorized transaction.
Goods or services not received.
Goods or services not as described.
A duplicate charge.
A subscription you cancelled but were still charged for.
A refund the merchant promised but never processed.
If You Don’t Recognize the Payment
Freeze the card to stop new attempts. See Freeze or Unfreeze a Card.
Review its recent transactions.
Contact support.
If the Issue Is With a Purchase
Where appropriate, contact the merchant first. Keep its response and any refund or cancellation confirmation.
Examples of issues to raise with support include an unrecognized payment, duplicate completed charge, missing service, or an agreed refund that hasn’t arrived. Support will confirm whether the case can be submitted as a dispute.
Send the Details
Provide:
The Kolo Transaction ID.
The reason you’re challenging the payment.
The amount, currency, and transaction date.
Relevant evidence, such as the receipt, cancellation confirmation, or messages with the merchant.
Don’t send the full card number or CVV.
Confirm the Conditions
You have 120 days from the transaction date to file a dispute.
Ask support to confirm the evidence requirements and any fee before proceeding. See Ads Cards Fees.
Filing a dispute you know to be false is treated as fraud and can restrict your account.
After Submission
Our team reviews the case and explains the next step. You may be asked for more evidence.
If the case is valid, it’s submitted to the card network.
The merchant can respond, and the card network makes the final decision. A final resolution typically takes 45–90 days.
The merchant and payment-network process affect the outcome and timing. Submitting a dispute doesn’t guarantee that funds will be returned.
Need Help?
Contact us through the support widget or at [email protected] with the Kolo Transaction ID, the reason, the amount, currency, and transaction date, and your evidence. Don’t send the full card number or CVV.