Wing Lung Bank Sales Retrieval / Chargeback Request Procedure

Whenever a cardholder has doubts about the transactions on the statement, the cardholder can approach the Bank to raise a request for a copy of the sales draft from the merchant for reference or even to raise a chargeback to the merchant with an aim to get back the transaction fund.

However, since it takes some time before the cardholder can get refund through sales retrieval / chargeback request, the cardholder is advised to enquire the transaction with the merchant first. Only when the enquiry from the merchant is not successful and there is a valid reason to support the refund, then the cardholder can approach the Bank for raising sales retrieval / chargeback through the Bank to the merchant.

Process of Raising Sales Retrieval
  1. The cardholder can raise the request of sales retrieval by calling the Bank’s Customer Contact Centre (Tel : 3711 6688 ) or by contacting any of the Bank’s branches.
  2. Upon receipt of the request, the Bank will issue an acknowledge letter to Cardholder within 7 working days.
  3. It normally takes approx. 60 days for the Bank to process the request.
  4. When the Bank gets the copy of the sales draft from the merchant, the Bank will pass the sales draft to the cardholder.
  5. If , after studying the sales draft, the cardholder considers it necessary to raise a chargeback, the cardholder can proceed to raise the chargeback request.
  6. In case that the retrieved sales draft does not support a chargeback, the Bank will charge a handling fee of HKD30.
Process of Raising Chargeback

There is a time-frame on raising chargebacks as follows :

International Card Associations Chargeback Reasons Time Frame
Visa/MasterCard Non-delivery of goods and services 100 days after the expected receipt of goods/services, provided it is within 520 days of the transaction date
Others Normally 100 days after the date of transaction
CUP Non-delivery of goods and services Normally 160 days after the date of transaction
Others

Note : The above time-frames are for reference only. The actual time-frame may vary according to the nature of each case.

  1. The cardholder can raise the request by approaching any of the Bank’s branches or calling Customer Contact Centre (Tel : 3711 6688 ) for the Cardholder Declaration on Dispute Transaction Form. The form can also be downloaded from the Bank’s website.
  2. The cardholder should read the terms stated on the form carefully and fill in the form properly.
  3. The form should be submitted back to the Bank through our branches by mail (Address : 6/F., Mongkok Bank Centre, 636 Nathan Road, Kowloon) or by fax (Fax No. 2771 2482).
  4. When the Bank receives the form, the Bank will issue an acknowledgement letter to the cardholder within 7 working days.
  5. The Bank will make an initial judgment by studying the chance of success of the case. If the case is, as per the rules of international card association, outside the scope of chargeback or the chance of getting refund successfully is low, the Bank will inform the cardholder in the acknowledgement letter. It is the cardholder’s decision whether to go ahead with the chargeback.
  6. Meanwhile, the Bank will freeze the repayment of the concerned chargeback transaction temporarily. The cardholder needs not make payment until there is a result in the chargeback. (Note 1)
  7. The Bank will then process the cardholder request by raising the chargeback to the merchant through the acquiring bank in accordance with the rules of international card association.
  8. Normally, it will take approx. 60 days to process a case.
  9. When the Bank gets the feedback from the merchant, the Bank will inform the customer about the result.
  10. If the merchant makes refund to the cardholder, the Bank will credit the refund into cardholder’s card account within 14 working days.
  11. If the result is not successful and, in accordance with the rules of international card association, no refund will be made by the merchant, the cardholder has to repay the outstanding balance (including interest) of the chargeback transaction.
  12. In case the cardholder is not satisfied with the result and have new valid ground, the cardholder can raise a request for Arbitration. For details of Arbitration, please call the Bank’s Customer Contact Centre.
  13. During the process, the cardholder can always enquire the result by calling the Bank’s Customer Contact Centre.
  14. The Bank will not charge any handling fee when the case is successful and when the cardholder can get a refund from the merchant. However, if the case fails, the Bank will charge a handling fee of HKD150.

Note 1: If the merchandise is paid by an installment loan applied by the cardholder from the Bank, the cardholder has to continue repayments under the loan punctually during the process of chargeback. Moreover, even the final chargeback result is negative, the cardholder still have to make punctual repayments until the loan is fully settled.

Warning: To borrow or not to borrow? Borrow only if you can repay!

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