This guide explains how to manage issues with purchases made using your Teya Business Account card. It covers the difference between requesting a refund from a business and raising a formal chargeback dispute, as well as the steps to take if you identify suspicious activity on your account.
It is important to understand the difference between a refund and a chargeback before disputing a transaction.
| Refund | Chargeback | |
|---|---|---|
| Source | Sent directly by the business you bought from. | A formal dispute raised by Teya through card networks. |
| Speed | Usually the fastest way to resolve issues. | Typically takes 30 to 120 days. |
| Certainty | Guaranteed once the business processes it. | The outcome is decided by card networks and is not guaranteed. |
| When to use | Use this for most errors, returns, or cancellations. | Use this only when a refund is not possible or has failed. |
Important: Teya cannot issue refunds for goods or services purchased from other businesses. Refunds must always come from the business that received your payment.
Requesting a refund from a business
Your first step should always be to contact the business that charged you. This is often the quickest way to get your money back.
When to ask for a refund
Contact the business directly if:
- You were charged the wrong amount.
- You were charged twice for the same purchase.
- You changed your mind and the business has a cancellation policy.
- The business agreed to send a refund but the time frame has not yet passed.
What to share with the business
To help them find your transaction, provide:
- The date and exact amount of the purchase.
- The last four digits of your Teya Business Account card.
- Any order number, invoice number, or receipt you have.
Once the business issues the refund, it will be returned to your Teya Business Account card and will appear in your transaction list.
Raising a chargeback with Teya
A chargeback is a formal dispute process. You should only ask Teya to raise a chargeback if you have already tried to resolve the issue with the business and failed.
When to request a chargeback
Contact Teya to discuss a chargeback if:
- You did not receive the goods or services you paid for.
- The items received were significantly different from the description.
- The business will not correct a billing error or duplicate charge.
- The business agreed to a refund but has not sent it after a reasonable time.
- An ATM withdrawal is marked as complete, but you did not receive the cash.
Chargeback timelines and outcomes
Chargebacks follow strict rules set by card schemes and banks.
Timeline
The process usually takes 30 to 120 days from the date the dispute is submitted. This depends on the complexity of the case and how quickly other parties respond.
Outcomes and funds
- Evidence review: Teya supports your case, but the final decision is made by the card networks and banks based on evidence from you and the business. A successful outcome is not guaranteed.
- Funds status: The disputed amount may be held or adjusted while the case is open.
- Final settlement: If the chargeback is successful, the money is credited back to your Teya Business Account once the process is complete.