If you notice a transaction on your SiFi card that you did not authorize or that appears incorrect, you may file a dispute claim.

SiFi will work with Visa/Mastercard and the merchant to investigate your claim. The outcome depends on card network rules, merchant response, and the evidence you provide.

✅ Which Transactions Can Be Disputed?

You may file a dispute in these cases:

• Unauthorized transactions → Charges you did not make or approve.

• Fraudulent transactions → Suspicious activity that wasn’t initiated by you.

• Duplicate charges → Same transaction charged more than once.

• Incorrect amount → Merchant charged more than the agreed amount.

• Service not received → You paid for goods/services that weren’t delivered.

• Cancelled service → You cancelled a subscription or service, but still got charged.

• Refund not processed → Merchant agreed to refund, but the money hasn’t been returned.

⚠️ Transactions cannot be disputed if:

• You made or approved them (even if you later regret the purchase).

• They are still in Pending Settlement status.

• They fall outside the allowed dispute timeframe (usually 100–120 days).

• They were verified using OTP, Apple Pay, or Mada Pay — as these are treated by Visa/Mastercard as proof of your intent to authorize.

🔍 Before Raising a Dispute

Before submitting a dispute, validate the following:

1. Contact the Merchant First

   • The fastest way to resolve most issues is directly with the merchant (e.g., refunds, duplicate charges, cancellations).

2. Confirm the following:

   • You have not shared your card details with anyone.

   • The transaction is not connected to another valid transaction with the same merchant.

   • The merchant was uncooperative or unable to resolve your concern.

📞 How to Raise a Dispute

You can raise a dispute in two ways:

1. Through SiFi App or Web

   • Open the Dispute Form.

   • Attach supporting documents (receipts, invoices, emails with merchant).

   • Submit the claim.

2. Through Customer Care

   • Call 920031030, or

   • Email support@sifi.sa with details of the transaction and supporting documents.

⏱ Timelines

• You can file a dispute within 100 days from the transaction date.

• Visa/Mastercard typically take ~30 days to provide an initial outcome.

• Complex disputes (e.g., merchant investigations) may take 1–3 months.

• SiFi will keep you updated throughout the process.

📋 What Happens After You Submit

1. We review your claim and submit it through Mastercard’s dispute process.

2. We may request additional details or documents.

3. You will receive an update within ~4 weeks (longer for complex cases).

4. If successful, the transaction will be reversed/refunded.

5. If unsuccessful, the charge will remain valid and will be deducted from your account balance as per your contract with SiFi.

⚠️ Important Notes & Disclaimer

• Filing a dispute does not guarantee a refund. The outcome depends on card network rules and the merchant’s response.

• SiFi cannot override Mastercard or merchant decisions.

• While under investigation, the transaction may still appear on your statement.

• Documentation is critical — incomplete or inaccurate claims may be rejected.

• If your dispute fails, the transaction remains payable as per your contract and subscription plan with SiFi.

• Always secure your card: lock it in the app if you suspect misuse, and request a replacement if lost or stolen.

💬 Need help with disputes? Contact support@sifi.sa or call us at 920031030.