Whenever a cardholder has doubts about the transactions on the statement, the cardholder can approach the Bank 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 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 chargeback through the Bank to the merchant.

Process of Raising Chargeback

Please note that dispute request for the following transaction types is not accepted. You should contact the merchant and try to resolve the dispute with the merchant.

1. Octopus Automatic Add Value Service (AAVS) auto-reload transaction
2. Merchant Interest-free Instalment Transaction (Except Merchant Close Down)
3. Online Transaction with OTP (One-Time-Password) authentication or additional authentication on CMB Wing Lung Bank Mobile App (use Unauthorized Transaction as the dispute reason)
4. Transactions processed via various e-Wallets (use Unauthorized Transaction as the dispute reason)

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

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 CMB Wing Lung NET Banking / CMB Wing Lung Bank Mobile App or approaching any of the Bank’s branches or Customer Services Hotline (Tel : (852) 230 95555 or (86) 4008 822388) for the Cardholder Declaration on Transaction Dispute Form. The form can also be downloaded from the Bank’s website.

   • Click to download

2. The cardholder should carefully read the terms on the CMB Wing Lung Bank website and on Transaction Dispute Form before filling the form. The completed form can be submitted through one of the following channels:
   • Mail (Address: 6/F, CMB Wing Lung Bank Centre, 636 Nathan Road, Kowloon)
   • Fax (Fax No.: 2771 2482)
   • Email (Email Address: cccauth@cmbwinglungbank.com)
3. Meanwhile, the Bank will freeze the repayment of the concerned chargeback transaction temporarily. The disputed amount will be shown on the credit card statement. The cardholder needs not make payment until there is a result in the chargeback. (Note 1)
4. 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.
5. Unless there are instances where longer processing time is required, it will take approx. 60 days to process a case.
6. If the result is successful, the Bank will credit the refund into cardholder’s card account within 14 working days.
7. If the result is not successful, no refund will be made by the merchant, the cardholder has to repay the outstanding balance (including interest) of the chargeback transaction.
8. 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 Services Hotline (Tel : (852) 230 95555 or (86) 4008 822388).
9. 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.
10. If the cardholder suspect any unauthorized use or abnormal transactions related to your account, the cardholder should contact the Bank by calling our Customer Services Hotline at (852) 230 95555 or (86) 4008 822388. Cardholder can suspend the card by CMB Wing Lung NET Banking / CMB Wing Lung Bank Mobile App if necessary.

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.

• Cardholder Declaration on Transaction Dispute Form