Paysend is here to help in case you have any issues with your Paysend card payments and want to register a dispute. Based on your specific case, we might need different information to start our investigation.
I see unauthorised payments made from my Paysend card
If you notice a transaction on your Paysend card that you did not make, we recommend to freeze your card immediately to prevent further charges:
- Open the Paysend app.
- Tap on your Paysend card.
- Select 'Freeze card'.
After that, contact our Customer Support team as soon as possible and let us know what happened. We will advise you on the next steps.
I was charged the wrong amount
If you made a purchase with your Paysend card and believe you were charged more than you should have been, you can start sorting it out with a few simple steps:
- Collect receipts or invoices showing the correct amount that should have been charged.
- Try contacting the merchant first to request a refund for the overcharged amount.
- If the issue was not resolved with the merchant — contact our Customer Support team.
I paid twice for the same product or service
If you paid twice but received only one product or service, contact our Customer Support team:
- The same Paysend card was charged twice: Let us know the date and amount of the duplicate transaction and attach payment receipts for both charges (if available).
- Another payment method was charged along with your Paysend card: Include proof of payment made via another payment method. This could be a receipt, a bank statement, a transfer confirmation, etc. The key is to show that the payment was made successfully through other means.
I didn't receive the product or service I paid for
If you ordered something online using your Paysend card, the delivery date has passed, and you still haven’t received your goods or services, contact the merchant to find out the reason and request a refund, and give them a few days to respond.
In case the merchant doesn’t reply or refuses to issue a refund or otherwise resolve the problem, contact our Customer Support team. Make sure to share the following details:
- the description of the goods or services you bought
- the store or platform where you bought it
- the date the product or service was supposed to be delivered
- payment receipt, invoice, order confirmation from the merchant (if available)
- your communication with the merchant — even if it's just your unanswered message to them.
The product or service I purchased doesn’t match the description or arrived damaged or defective
If the item or service you bought with your Paysend card doesn’t match the merchant’s description, try to contact the merchant first and request a refund or replacement. If they agree, you may need to return the product. Let them know you’re ready to return it and ask for return instructions. Good news — this applies only to physical items; you don’t need to return services.
If the merchant refuses to make the return or doesn’t respond, contact our Customer Support team:
- Explain what happened.
- Describe how the item doesn’t match the description.
- Attach photos of what you received.
- If available, also include the payment receipt, invoice, or order confirmation from the merchant.
I received a counterfeit item
If the item bought with your Paysend card was advertised as original but turned out to be counterfeit, try resolving the issue with the merchant first. If they’re uncooperative, you’ll need to gather proof that the item is counterfeit. To do this:
- Try contacting the manufacturer’s support team and get confirmation that the item is not genuine.
- Some merchants allow you to check the product’s authenticity using a serial number or other product ID on their website. Check if that applies in your case.
Once you’ve confirmed that the item is fake, contact our Customer Support team with the following details:
- the description of the goods you bought
- the store or platform where you bought it
- confirmation that the item is counterfeit
- your communication with the merchant — even if it's just your unanswered message to them.
I didn't receive a refund from the merchant
If the merchant promised a refund for a product bought with your Paysend card that you returned or refused, but the refund hasn’t been processed, contact our Customer Support team and tell us what happened.
Please attach proof that the refund was supposed to be issued — this can include screenshots of your communication with the merchant, the refund receipt, the merchant’s return policy, or other documents. The key is to confirm that a refund was promised but was not received.
I was charged for a cancelled booking, subscription, or membership
If you cancelled a subscription but your Paysend card was still charged, contact the merchant first to request cancellation and a refund. If you can't resolve the issue with them, contact our Customer Support team. Let us know when and how you cancelled the subscription and include screenshots of your communication with the merchant.
My case isn't listed above
If your situation doesn't fit any of the situations described above — don’t worry. Contact our Customer Support team, and we’ll do our best to help you get your money back and guide you through the next steps.