If you've been charged for something you didn't authorise, didn't receive, or that doesn't match what you agreed to pay, you can request a chargeback through our support team. Here's how the process works.
Step 1: Try to resolve it with the merchant first
Before raising a dispute, we recommend contacting the merchant directly. Most issues — including duplicate charges, undelivered goods, and billing errors — can be resolved faster this way. Card network rules also require evidence that you attempted a resolution before a chargeback can be filed.
Step 2: Contact Bleap support
If the merchant hasn't resolved the issue, reach out to our support team. To raise a dispute, you'll need to provide:
The transaction amount, date, and merchant name
A description of the issue (e.g. unauthorised charge, goods not received, duplicate charge)
Evidence of your attempt to resolve it with the merchant (e.g. email thread, chat screenshot)
Any supporting documentation (e.g. proof of fraud, delivery confirmation showing non-receipt)
What happens next
Once you've submitted your dispute, here's what to expect:
Our team reviews your case and the supporting evidence
The team evaluates if enough evidence to process this chargeback exist;
If the yes, we raise the dispute with the card network on your behalf
The process typically takes 60–90 days, depending on the card network and merchant response
You'll be notified of the outcome
Types of disputes we can raise
Unauthorised or fraudulent transactions
Goods or services not received
Goods significantly not as described
Duplicate charges
Merchant credit not processed
Etc
Important: time limits apply
Chargebacks must be raised within a set window from the transaction date — this is set by the card network, not Bleap. Disputes raised after the deadline cannot be processed.
What we can't dispute
Transactions you authorised and received, but are unhappy with
Crypto transactions, these are irreversible by nature
Transactions outside the chargeback time window