In case of a fraudulent transaction on your card, please inform us immediately on our 24*7 helpline (+971 4 4244444). We will block your card and reissue a new card to you. You can also block your card instantly through Mashreq Online or Mashreq Mobile. Meanwhile, you can raise a dispute/chargeback for the fraudulent transaction. The dispute form is available on Mashreq Mobile.

You may report the fraud by calling our 24*7 helpline at +971 4 4244444

Once a transaction has been authorized at the merchant, it cannot be cancelled or stopped by us. You can either request the merchant to amicably cancel the transaction (in case of a known merchant) or file a dispute form for the transaction if you suspect it to be a fraudulent transaction.

The transaction that you need to dispute may fall under any of the below categories:

• Fraudulent transaction
• Transaction failed but amount debited
• Credit not processed by the merchant
• Cash not dispensed from the ATM
• Duplicate billing on the card for the same transaction at the merchant outlet
• Goods not delivered by merchant/services not rendered
• Non-receipt of refund after the turnaround time committed by the merchant

Various types of transactions for which disputes may be raised can include either domestic or international transactions. Purchase related: These are the transactions done at a merchant outlet and can be classified as follows: Swipe/DIP Transaction: Any transaction done manually by swiping or dipping the card are swipe transactions. These could be secure (done with Card PIN) or non-secure in nature. Non-swipe (Phone, Internet Transaction): Any transaction done on the phone, internet or without swiping/dipping the physical card, is a non-swipe transaction. These transactions maybe secure or non-secure in nature. Secure Transactions: Any transaction that you do on internet/swipe machine with the help of IPIN/OTP validation (along with card expiry date/CVV) is termed as a secure transaction. Non-Secure Transactions: These are transactions where you use the card with the CVV and/or card expiry date, while performing online (internet) and other offline transactions. Cash Withdrawal: These transactions pertain to cash withdrawal from either Mashreq or other bank ATMs. Issues such as dispense failure, amount shortfall/ mismatch, technical error, transaction time out, etc. fall under this category. Auto pay: These transactions are recurring payments made via standing instructions to the biller or through Mashreq typically for utility bill payment/mobile rechargethe biller or through Mashreq typically for utility bill payment/mobile recharge

If authorization obtained by the merchant is not settled, the credit limit blocked to the extent of the disputed amount will be reinstated on your card and your dispute will be closed. If in case the debit is appearing on your card account, you can re-dispute the transaction through our 24*7 helpline for further assistance.

Transaction authenticated by OTP/PIN shall be evaluated for dispute. If your dispute is accepted, we will provide a Provisional Credit for the disputed amount, based on the transaction dispute type, on your Credit Card. Once the dispute is accepted, it will undergo further investigation based on bank and network guidelines. If the dispute is resolved in your favor, then the provisional credit will be made permanent. However, please be informed, that the transaction was authenticated by OTP/PIN (which should only be known to the cardholder), and is considered a secured transaction, therefore, a positive resolution for such transaction is less probable, per the guidelines. In case the dispute resolution is not in your favor, then the provisional credit will be revoked, and you will be required to make the payments in lieu of the original transactions. If your dispute has not been accepted by us and you have not been provided with a provisional credit, you will need to make the payment within the due date as per the card statement.

Dispute form should be submitted within 60 days after fraudulent transaction and Dispute resolution may take up to 180 days depending on the nature of the dispute request

If your dispute is accepted, we will provide a Provisional credit for the disputed amount, based on the transaction dispute type, on your Credit Card. Once the dispute is accepted, it will undergo further investigation based on bank and network guidelines. If the dispute is resolved in your favor, then the provisional credit will be made permanent. In case the dispute resolution is not in your favor, then the provisional credit will be revoked, and you will be required to make the payments in lieu of the original transactions. For a dispute on your Credit Card transaction, if your dispute has not been accepted by us and you have not been provided with a provisional credit, you will need to make the payment within the due date as per the card statement.

We will send notifications on your registered mobile number or Email id to update you at various stages of the dispute. In certain scenarios, we may need to contact you to seek additional information or documents.

Is the plastic card present at the point of transaction?	Terminal accepts Chip & PIN transactions?	Mode of transaction	Liability
Yes (Point of sale terminal where you insert your card into a machine).	Yes (these are the majority of terminals in the world)	Chip & PIN	In case of fraud, customer will be liable. This is because no 3rd party should be aware of a customer’s PIN.
		Chip transaction, but cashier presses a button to bypass the PIN	Mashreq does not allow this type of transaction.

Is the plastic card present at the point of transaction?	Terminal accepts Chip & PIN transactions?	Mode of transaction	Liability
		Using the magnetic stripe of a chip enabled card	Mashreq does not allow this type of transaction.
	No (these are older terminals which only accept magnetic stripe)	Magnetic stripe transaction	If point of sale terminal is within a region that Chip is mandated by Visa/Mastercard but point of sale terminal is not supporting Chip technology, then the bank that provides point of sale terminal is liable. If point of sale terminal is not within a region that Chip is mandated by Visa/Mastercard, then Mashreq will be liable for the fraudulent transaction.
		Card is lost or stolen	For all transactions that happen after the customer informs the bank that the card is lost or stolen, customer will not be charged. However, customer will be responsible for all transactions that happen between the time the card is stolen and the same is reported to the bank.
No (online transaction)	Payment done via OTP (one-time password) on a website that supports 3D Secure	In case of fraud, customer will be liable, since no 3rd party should be aware of the OTP

Is the plastic card present at the point of transaction?	Terminal accepts Chip & PIN transactions?	Mode of transaction	Liability
		Payment done on a website that does not support 3D Secure	In case of fraud, bank or institution that provides online payment acceptance (the acquirer) will be liable.
No (contactless / mobile wallet transaction)	Transaction amount < AED 300, PIN is not generated by customer	In case of fraud, customer will be liable.
		Transaction amount>= AED 300, PIN is required on contactless card but not required on digital wallet (Apple Pay, Samsung Pay, Google Pay, etc.)	In case of fraud, customer will be liable, since no party should be aware of the PIN, or be able to access a customer’s mobile phone

Note: The above table is only indicative of some scenarios of transaction and the liability. The final liability will depend on the investigation done by the bank and the network i.e., Visa and MasterCard