Guides

Capital On Tap Chargeback: How to Dispute a Transaction (2026)

By Afshin · 28 July 2026 · 5 min read

As a Capital On Tap cardholder, you have access to the Visa chargeback scheme for disputed transactions. While it's not the same as Section 75 (which only applies to personal consumer cards), chargeback is a powerful tool for recovering money from merchants who fail to deliver, charge you twice, or commit fraud.

What Qualifies for a Chargeback on Capital On Tap?

The Visa chargeback scheme covers a defined set of dispute reason codes. The most commonly used ones for business cardholders are: goods or services not received, items significantly not as described, unauthorised transactions (fraud), duplicate charges, and merchant insolvency where goods were not received.

Chargeback does not cover situations where you received the goods or services and simply want a refund, or where you had a contract dispute that you've not yet attempted to resolve with the merchant. You should always contact the merchant first before raising a chargeback — Capital On Tap (and Visa) expect you to make a reasonable attempt to resolve the issue directly.

• ✅ Item not delivered within the agreed timeframe
• ✅ Service cancelled but refund not issued
• ✅ Fraudulent charge you didn't authorise
• ✅ Charged twice for the same transaction
• ✅ Merchant went into administration before fulfilling the order
• ❌ Changed your mind after receiving goods (not a chargeback reason)
• ❌ Ongoing contractual dispute with a merchant (try direct resolution first)

How to Raise a Dispute: Step by Step

1. Log in to app.capitalontap.com or the Capital On Tap mobile app. 2. Navigate to Transactions and find the charge you want to dispute. 3. Select the transaction and tap 'Dispute this transaction'. 4. Choose the reason code that best matches your situation. 5. Upload supporting evidence — emails, invoices, screenshots of communications, delivery tracking, photographs of damaged goods.

Capital On Tap will acknowledge the dispute and begin the process of raising it with Visa and the merchant's bank. You may be asked for additional evidence. Keep all your original documentation — the more evidence you have, the stronger your case.

The 120-Day Window — Don't Miss It

Visa's chargeback window is 120 days from the transaction date (or 120 days from when you expected to receive the goods, if later). If you miss this window, Capital On Tap cannot submit the chargeback to Visa and your dispute will not be processed.

Act as soon as you know something is wrong. If a supplier has gone quiet and you haven't received goods you paid for, don't wait months hoping it will resolve — raise the dispute immediately to preserve your window.

How Long Does a Capital On Tap Chargeback Take?

Most chargebacks are resolved within 30–45 days, though complex cases involving insolvency or large amounts can take up to 90 days. During the process, Capital On Tap may provisionally credit your account while the dispute is investigated — this is not a guarantee of success and may be reversed if the merchant successfully contests.

If Capital On Tap's initial decision goes against you, you can escalate to the Financial Ombudsman Service (FOS) — even business accounts have this route if the dispute is under certain thresholds.