Dispute Resolution Process

A charge that appears on a monthly statement of accounts that is incorrect or un-recognizable is considered a dispute. Disputes can occur as a result of merchant error, bank error or a fraudulent charge (i.e. wrong amount, incorrect account number, multiple posting of the same item, etc.)

Steps in the Commercial Card Dispute Process

1. The cardholder (or the company program administrator) contacts the merchant involved. This action will usually solve the dispute, and the merchant, recognising the mistake, will then credit the charge to the cardholder's account.
2. If the merchant does not cooperate, the cardholder (or the company program administrator) should contact the Scotiabank Card Service Centre at 1-888-823-9657. The Card Service Centre will work with the merchant to obtain additional information, resulting in a settlement in favour of either the cardholder or the merchant.
3. Finally, if the first two steps have not resolved the situation, an affidavit form will be sent to the cardholder to initiate the official dispute process. The formal dispute will be settled in favour of the cardholder or the merchant.

Please be aware that:

If a transaction is disputed as having not been authorized by the cardholder, the card must be cancelled and a new card issued. This is a procedure dictated by Visa International Regulations in order to stop the possibility of fraudulent charges.

Paper dispute forms can no longer be used for initiating disputes. All disputes must be initiated by phone, via the Scotiabank Card Service Centre.

Making the Dispute Resolution Process Easier

• Check receipts or transaction details immediately following the time of sale.
• Keep all receipts and transaction details in a neat and ordered system for easy reference.
• Review monthly statements as soon as they are received - this will give the cardholder and the bank more time to resolve disputes.
• Try solving the dispute with the merchant before asking the bank to list the transaction as a dispute.

If you have any questions, please contact your Scotiabank Program Manager or email us at commercialcard@scotiabank.com.