Seen a card transaction you don't recognise?

Occasionally you may see an entry on your account or statement that you don’t recognise. The below may help you to identify what the transaction is and things for you to consider.

• Have you completed an internet search for the retailer/entry?
• Sometimes a retailer may use a different trading name, to the one you were expecting.
• You might want to review where else you used your card that day.
• Is the transaction for an amount you were expecting to pay?
• Have you seen the retailer on your statement before?
• Do you have any email receipts/ invoices for the transaction in your email inbox?
• Could the transaction have been made by a secondary card holder?
• Are transactions made before and after the one you are disputing correct?
• Retailers who use a handheld terminal, such as a small independent trader or market stall, might have their name and home address location showing on your statement, rather than the business name and location.
• Have you checked your Amazon or PayPal account?
• Do you still have your card in your possession? Have you given it to anyone to make a purchase on your behalf?

• Some businesses have more than one trading name.
• Small retailers such as market traders may show the name of the person, rather than the company name.
• Some retailers use abbreviations which can be misleading.
• If the amount is correct, it may be that the purchase is genuine and we recommend that you speak to the retailer, if possible, before raising a dispute with us.

• Small retailers such as market traders may show the location as the home address of the person, rather than the location of the retail outlet.
• Vending machines will generally show the city that their head office is located, rather than the location of the machine.
• The location of some stores may show differently if the transaction is processed through a head office or central processing centre.

• It is easy to misplace a receipt when travelling, please consider your movements of the date of your purchase.
• Some retailers offer a choice whether you pay in local currency or GBP.
• When the local currency amount is converted to GBP, it may not be the amount which you expect due to variable exchange rates.

• Some retailers will ask for card details before commencing a free trial, and then automatically take payment when the trial has ended. Details of this would be included within the retailer’s terms and conditions when your card number was provided.
• In this instance, if you have the contact details for the retailer, we recommend that you contact them first as this is the simplest way to obtain a refund. If this is not possible, then we will look into the purchase for you.