Overview

You can only submit a dispute for a purchase made with your Wealthsimple Visa Infinite* or Visa Infinite Privilege* credit card. Consider the information below before disputing a charge on your credit card:

Before submitting a charge dispute

Before you submit a charge dispute, please review and follow the guidelines below:

1. Review your receipts. Merchants may use different names and may bill you from offices in different locations.
    
2. Confirm the cancellation of a monthly subscription. Before you dispute a monthly or trial subscription, review the details and ensure the subscription is cancelled.
    
3. Contact the merchant. If your dispute falls under any of these categories, it's best to contact the merchant directly to resolve the issue and receive a refund:
   • Goods and services not provided
   • Cancelled recurring transactions
   • Error in billing
   • Not as described or defective merchandise
   • Credit not processed
   • Card-activated telephone transaction
   • Paid by other means
      
4. Gather documentation. Collect documentation of your interaction with the merchant and include details such as the date, time, the subject of the conversation, a reference number (if available), and any email correspondence. We'll use this information to investigate the dispute.
    
5. Understand how the temporary credit works. We'll apply a temporary credit to your account for the disputed amount. If the dispute is resolved in your favour, the credit will be made permanent. If not, you will be responsible for repaying the disputed amount, including any accrued interest.

How to submit a charge dispute

You must wait more than 15 days and the transaction must be posted on your account statement before you can submit a charge dispute. Transactions may temporarily show under Pending and Posted at the same time.

Follow these steps to dispute a transaction on your Wealthsimple credit card:

1. Log in to your Wealthsimple app
2. Tap the Activity tab (clock) at the bottom of the screen
3. Select the credit card transaction you're disputing
4. Tap Dispute this transaction
5. Follow the prompts to fill out the dispute form

If you're locked out of your account, please contact our support team immediately, and we'll help you resolve the issue. 

What happens after you submit a charge dispute

We may follow up by email or phone if we need additional information. You must call us back promptly, as we have a limited amount of time to continue the dispute process on your behalf under applicable payment network rules. If you do not respond in time, we may have to reverse and withdraw any credits issued to you and close the dispute.

* Trademark of Visa Int., used under license.