KuCoin
Log In
language_currency
Home
Blog
Tips and Tricks
Details
img

All You Need to Know About Transaction and Chargeback of KuCard-AU

2026/05/01 08:02:50

Custom

How to Spend Crypto with KuCard-AU?

How KuCard transactions work?

KuCard enables eligible users to make card payments that are settled in standard currency (USDC), with the option to use supported crypto-assets as a funding source through conversion at the time of transaction.
Supported funding options currently include:
 
Standard currency: USDC
Supported crypto-assets (non-exhaustive list): BTC, ETH, XRP...
 
You may select which funding assets are available for KuCard transactions and define a priority order for how payments are funded. At least one funding asset (crypto) must remain enabled at all times in order to complete transactions.
 
Additional crypto-assets may be supported in the future, subject to regulatory approval and technical availability.
 

Payment priority and deduction order

When a KuCard transaction is initiated, funds are deducted based on the payment priority order set by you.
If no custom order is set, the default order applies:
USDC → BTC → ETH → KCS
If the balance of the first priority funding asset is insufficient, the system will automatically proceed to the next available option in the defined order.
 
Illustrative examples
Scenario 1 – Crypto balance sufficient
  • Payment amount: USDC 500 Available balances: USDC 1,000
  • Crypto-assets available but not required
  • Priority order: USDC → BTC → ETH
The transaction is fully funded using USDC from the Funding Account. No crypto-asset conversion is required.
 
Scenario 2 – Crypto balance sufficient
  • Payment amount: USDC 500 Available balances: USDC 100, ETH 0.6
  • Will be charged 0.25 ETH (assumed market price: 1 ETH = USDC 2000)
  • Additional crypto-assets available
 
The transaction is funded using:
0.25 ETH, converted into USDC at the applicable market sell price at the time of conversion.Conversion rates are subject to market conditions and may vary.
  • Available balances(After payment): USDC 100, ETH 0.35
 
Scenario 3 – Non-Crypto transaction (Fiat currency)
  • Transaction currency: AUD 100 Available balances: USDC 1,000
  • For Non-Crypto transactions:
The transaction amount is converted into USDC using KuCard Foreign Exchange Fee Rate at the time of processing. Any remaining amount is funded using the next available funding asset based on your priority order.
 
Example (illustrative): If the applicable Mastercard exchange rate is 1% per transaction, USDC 69.5*(1+1%) equals approximately AUD 100.
USDC 70.195 is deducted from the Funding Account.
 

Important information

Authorisation and settlement When a transaction is authorised, the authorised amount is temporarily held in your Funding Account until the merchant completes settlement. If an authorisation is reversed or expires, the held amount is released back to your available balance.
 
Use of crypto-assets
Each transaction may use USDC and at most one type of crypto-asset as a funding source.
 
Transactions cannot be split across multiple crypto-assets.
 
If the selected crypto-asset balance is insufficient, the system will automatically proceed to the next funding option based on your priority order.
 
Regulatory clarification
KuCard transactions are settled in USDC.
 
Crypto-assets are used solely as a funding source via conversion and are not transferred to merchants.
 
Conversion rates, availability, and execution are subject to market conditions, applicable fees, and regulatory requirements.
 
 

KuCard-AU Transactions and Refunds

Why was my transaction declined?

A KuCard transaction may be declined for several reasons, including but not limited to:
 
  • Insufficient available balance The available balance in your funding source was not sufficient to cover the transaction.
  • Spending limits exceeded The transaction exceeded applicable daily or monthly card limits.
  • Merchant restrictions The merchant or merchant category does not support or allow the transaction type.
  • Risk or security controls The transaction was declined based on internal risk, security, or compliance checks.
 
If you believe a transaction was declined in error, please contact customer support via the “Have problems with this order?” option in the app.
 

What should I do if I notice a transaction I did not authorise?

If you identify a transaction that you did not initiate, please take the following steps immediately:
 
  • Freeze your card Temporarily lock the affected KuCard via the app to prevent further transactions.
  • Review your transaction history Check for any additional unauthorised or suspicious activity.
  • Report the transaction Contact KuCoin customer support through the app using the “Have problems with this order?” option.
  • Follow support instructions Customer support will guide you through the dispute and security process in accordance with applicable card network and regulatory requirements.
 

How do I submit an appeal if there is an issue with a transaction?

In most cases, the fastest way to resolve a transaction issue is to contact the merchant directly.
If a merchant processes a refund, it may take up to 14 business days for the refund to be completed.
If the issue cannot be resolved by the merchant, you may submit a dispute or appeal following the instructions provided by customer support.
 

How are refunds processed?

KuCard transactions are settled in USDC.
 
When a payment is made using KuCard, any supported crypto-asset used as a funding source is converted into USDC prior to settlement with the merchant.
 
If a refund is processed, the refunded amount is debited to your Funding Account in USDC, based on the original transaction value in USDC.
 
Important: Refunded transactions are not eligible for cashback, rewards, or promotional benefits.
 

Does KuCard provide monthly statements?

At this time, KuCard does not provide formal monthly statements.
You may view your transaction history at any time via the KuCoin app or online portal.
 

Important clarification

All KuCard transactions are subject to applicable limits, fees, exchange rates, and regulatory requirements.
Availability of features may vary by jurisdiction and card type. KuCoin does not guarantee that all transactions will be authorised.
 
 

How to Process KuCard-AU Chargeback?

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

If you believe that a KuCard transaction is incorrect, unauthorised, 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.
 

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.