KuCard

How to Process KuCard-AU Chargeback?

Última actualización: 17/04/2026

What should I do in case of a disputed KuCard transaction?

If you believe that a KuCard transaction is incorrect, unauthorized, or related to an issue with the goods or services received, please follow the steps below.
  
  1. Confirm the transaction details
Before raising a dispute, please verify:
whether the transaction was authorised by you or whether there is a valid issue, such as:
  • goods or services not received
  • goods not as described
  • an incorrect or duplicate charge
  
  1. Contact the merchant first In most cases, disputes should first be addressed directly with the merchant. Many issues can be resolved more quickly through the merchant’s refund or complaint process. If the issue cannot be resolved by the merchant, you may proceed with submitting a chargeback request.
  
  1. Act within the required timeframe You must submit a dispute request within 60 days of the transaction date. Submitting the dispute promptly helps ensure that there is sufficient time to process the request in accordance with Mastercard scheme rules.
  

Understand possible chargeback outcomes

Chargeback requests are assessed on a case-by-case basis.
A chargeback may be accepted or rejected depending on the evidence and applicable Mastercard rules.
Rejected chargebacks may result in:
  • the disputed amount remaining charged
  • applicable chargeback processing fees
Chargebacks should only be used for genuine disputes. Abuse of the chargeback process may result in restrictions on future card usage, in accordance with applicable terms.
  
  

Submit the dispute form

To initiate a chargeback, please complete and submit the appropriate dispute form with all required information.
Select the correct form based on the transaction amount:
Order amount USDC 50 and above: https://drive.google.com/file/d/1XxnjDEUexk7PwTBTz7SgIorxi8lQyXcN/view
Order amount below USDC 50: https://drive.google.com/file/d/1ptVHlp8ndoXLvNIBCBLU7nzgXk5_LSuK/view
  

  

Chargeback review period

The chargeback review process may take between 3 and 60 days, depending on the complexity of the case and responses from the merchant.
During this period, you may be asked to provide additional documentation.
Providing clear, complete, and accurate information can help facilitate the review process.
  
  

Dispute Form Completion Guidelines

When completing the dispute form, please ensure the following:
  • Personal information Provide accurate personal details, including your legal name, contact information, and account details.
  • Transaction amount Enter the original transaction amount, excluding any fees.
  • Currency All amounts must be stated in USDC.
  • Card possession Indicate whether you were in possession of the card at the time of the disputed transaction. If not, please provide a detailed explanation.
  • Dispute description Clearly describe the nature of the dispute (e.g. unauthorised transaction, card theft, non-delivery of goods).
  • Supporting evidence Submit all relevant supporting documents, such as:
    • transaction records
    • correspondence with the merchant
    • receipts, photos, or other relevant materials
  • Signature and confirmation Sign the form to confirm that all provided information is complete and accurate.
  

Chargeback processing fee

Please note:
  • Each chargeback request is subject to a processing fee of 30 USDC.
  • The fee applies regardless of the outcome of the chargeback.
  • By submitting a chargeback request, you acknowledge and accept the associated costs and risks involved in the dispute process.
  

Important information

Chargebacks are processed in accordance with Mastercard scheme rules and applicable laws.
KuCoin AU does not guarantee a successful outcome for any dispute.
All decisions are based on the evidence provided and the applicable card network regulations.
  
  
We hope this article has been helpful. If you have any other questions, please reach out to our 24/7 customer support via online chat or submit a ticket.