Dispute Declaration Form
All information is required unless stated. For credit and debit card transaction disputes
1 Your details
Name of card holder Contact number
Card account number
2 What transactions are you disputing?
(Note: The fraud-related dispute rules relating to unauthorised transactions has a limit of up to 35 claims for Visa Cards & up to 15 claims for
Mastercard Cards)
Transaction date DD / MM / YY Merchant’s name Amount in SGD
/ /
/ /
/ /
/ /
3 Why you are raising this dispute: Tick one only
Unauthorised transactions (Note: The card will be blocked immediately)
I did perform the transaction on (date) / / at (merchant) for (SGD)
but NOT the other transaction(s). My card was with me at all times.
I did not perform these transaction(s). My card was with me at the time of the transaction.
I did not authorize anyone to sign transaction receipt/s for me.
Service related (Note: Turn over for appendix for list of required documents)
The transaction(s) was/were paid by cash or cheque or another card. I attach the receipt.
I have only made one transaction. The above transaction(s) is/are duplicate(s).
I have cancelled my recurring payment instruction with the merchant on (date) / / but my account is still being
deducted. I attach a copy of my cancellation letter to the merchant.
I have not received the merchandise or service that I have paid for and have attempted to resolve this with the merchant.
The expected delivery or service date was / /
I attach supporting documents of the purchase or transaction.
The merchandise or goods received were broken or defective or not as described. I have returned it on / /
I have attempted to resolve with the merchant. I attach proof of return or shipping note.
I have cancelled the hotel reservation on (date) / / at (time)
and the cancellation code given to me by the hotel or reservation agent was
Others (Please describe your dispute)
Important Information
- As time is required for investigation, we can only accept disputes with signed DDF within 60 days* from the date of disputed transaction.
- Complete documentation have to be provided for timely investigation.
- The bank reserves the rights to reject any late submission, and/or exercise discretion on the acceptance of the dispute within the given timeframe
- Duress transactions and 3DS OTP authenticated transactions cannot be disputed.
*Subjected to changes as the bank will require additional processing time for investigation
4 What to do next
Attn: Customer Customer Resolution Team
Resolution Team OR CFS Contact Centre, 65 Chulia Street,
Send by E-mail FormSubmission@ocbc.com Send by mail #14-00, OCBC Centre, S049513
We will take approximately 12 weeks to investigate this matter and we may contact you for more information. Do note that we can only
accept disputes within 60 days* from the date of disputed transaction. The bank reserves the rights to reject any late submission. A
communication will be sent to inform you of the investigation outcome.
Please note that a sales draft retrieval fee of S$15 will be charged if the disputed transaction is found to be authorised by you.
DDF 062023
5 Your signature Card holder’s signature
Co.Reg.No:193299932W
Date
Appendix: Supporting Documents Conditions Supporting Documents
Required for Submission Dispute Reason
Unauthorized/ Unrecognized No prior authorized transaction from Nil
Transaction(s) same merchant.
*not valid for tax/vat refund related Rental agreement and itemized invoice
transaction Cardholder must attempt to resolve Proof of attempt to resolve with merchant
*not valid for card presented transactions or with merchant if is a rental, lodging, (email correspondences)
transactions with One-Time Password input cruise related transaction
Duplicate Billing Duplicates must have same Transaction receipt/ record and/ or order
*not valid for GIRO deductions transaction amount, date, and confirmation, if available
merchant name as the authorized
transaction
Goods/Services Not Received Cardholder must attempt to resolve Order confirmation showing a detailed
*not valid if cardholder cancelled with merchant to obtain a refund/ description of the merchandise or services
goods/services prior to delivery date follow up on the delivery status purchased
*not valid if merchandise is being held by Invoice showing expected goods/services
cardholder’s country’s customs agency Note: Dispute timeframe will be 15 delivery date and location
*not valid if the merchandise has shipped days from transaction date if there is Proof of delivery agreement (dispute
by merchant but lost by courier company no delivery date provided by timeframe 1 month after delivery date or
*not valid for transaction that was merchant transaction date if there is no delivery
involved in pledging or funding of projects agreement)
*not valid if the billing merchant acted as a Proof of attempt to resolve with merchant
payment facilitator but not the actual (email correspondences)
merchandise/ service provider (If applicable) Proof that merchant is unable
to provide goods/services (e.g. news article
on merchant out of business)
Goods Received but Not as Described/ Cardholder must return the goods Invoice showing description of goods
Defective and attempt to resolve with Letter from cardholder with date of
merchant to obtain a refund merchandise received and explanation of
defects/not as described
Merchant acknowledgement of returned
goods/invoice showing tracking number from
shipping company
Proof of attempt to resolve with merchant
(email correspondences)
Refund/Credit Not Processed Refund/credit must meet merchant’s Credit note issued by merchant stating card
*not valid for verbal agreement by terms and conditions number, date, and refund/credit amount
merchant Void transaction receipt/cancellation code by
Note: Dispute timeframe will be 15
booking agent
days after date of merchandise
returned
Cancelled Reservation Cardholder must attempt to resolve Cancellation code issued by merchant and
with merchant proof of cancellation
Cancellation must meet merchant’s Proof of attempt to resolve with merchant
cancellation policy (email correspondences)
Cancelled Recurring Membership/ Cardholder must attempt to resolve Cancellation code issued by merchant and
Subscription with merchant proof of cancellation
*not valid for instalment transaction Cancellation must be made before Proof of attempt to resolve with merchant
transaction was charged (email correspondences)
Cancellation must meet merchant’s
cancellation policy
Incorrect Amount/Currency Amount/currency on copy of sales Invoice showing the correct amount/currency
*not valid for differences between quoted draft must be different from agreed by cardholder
price and actual charges amount/currency on billed
*not valid for a credit transaction including statement
tax/vat refund related transaction
Paid By Other Means Cardholder must attempt to resolve Cash receipt if paid by cash/other card
with merchant statement if paid by other credit card
Transaction amount, date and Proof of attempt to resolve with merchant
merchant must be same on receipt (email correspondences)
and statement
Misrepresentation Cardholder must return the goods Evidence from the cardholder describing how
and attempt to resolve with the merchant’s verbal and/or
merchant to obtain a refund written representations do not match the
terms of sale to which the cardholder agreed
Proof of attempt to resolve with merchant
(email correspondences)
For investment related transaction, a copy of
the cardholder’s log in user ID to the
investment account showing the date of
withdrawal, amount and available balance at
the time the withdrawal request was made.
*Note:
1. For IPP related transaction, cardholder is to resolve the dispute with merchant directly.
2. For Retrieval Request, fulfilment of documentation is not necessary by the Acquirer.
