Dispute a Transaction — Mastercard Gift Card
Cardholder support

Dispute a transaction.

A payment you don’t recognise, or a purchase that didn’t go to plan? Here’s how to get help.

For a problem with something you bought, contact the merchant first. If it isn’t resolved, or you don’t recognise the payment at all, raise a dispute with us.

Report a dispute (opens in a new tab) Track an existing dispute (opens in a new tab)

Prefer to talk? Call 1800 383 014. Disputes can be raised 24/7.

Raise it online

Start with your transaction history.

Use Card Balance (opens in a new tab) to report the issue.

  1. Enter your card details.

    Go to cardbalance.com.au (opens in a new tab) and enter the details of your Gift Mastercard.

  2. Register your card.

    Your card needs to be registered before you can lodge a dispute.

  3. Choose the transaction.

    Open your transaction history, select the payment in question, then choose Report a dispute.

  4. Tell us what happened.

    Answer the questions to submit your case. You can come back to Card Balance (opens in a new tab) any time to check its progress.

Another way to report

Prefer a form?

Download the cardholder dispute form, complete and sign it, then send it to us with any supporting documents, such as receipts or emails with the merchant.

Download dispute form

Send your completed form

Email dispute.support@bhnetwork.com
Or post it to
ATTN: Cardholder Dispute Services
PO Box 504
North Sydney NSW 2060

Mastercard scheme rules put time limits on disputes, so let us know as soon as you spot a problem. Report unauthorised activity straight away.

Keep a copy of the completed form for your records.

Understand your options

What went wrong?

The reporting process treats these two situations differently, so start by working out which one fits: a payment you didn’t make, or a problem with a purchase you did make.

Report it straight away

Unauthorised activity

Use this route for payments made without your permission. Situations include:

  • A missing or stolen card.
  • A misleading search result or advert.
  • Damaged or altered packaging.
  • Card details shared with a stranger.
  • A request to pay someone using gift cards.
  • Someone you know using your card without permission.
  • Card details differing from the receipt.
Report unauthorised activity (opens in a new tab)
Contact the merchant first

Purchase and service issues

Use this route for a recognised merchant payment that you believe is incorrect. Examples include:

  • An incorrect amount or duplicate debit.
  • A debit after paying another way.
  • A charge following a failed purchase.
  • A duplicate, missing or reversed refund.
  • Damaged goods or a missing delivery.
  • Problems with returns or cancellations.
  • Unsatisfactory or incomplete services.
  • A charge for an unused hotel booking.

Not happy with how it was handled?

You can make a complaint by calling 1800 383 014. We’ll acknowledge it promptly and aim to resolve it within 21 days, or up to 30 days if we need more information or the matter is complex. If you’re still not satisfied, you can contact the Australian Financial Complaints Authority (AFCA) at afca.org.au (opens in a new tab) or on 1800 931 678. See the Terms & Conditions for full details.