The only Scotiabank Visa debit transactions eligible for dispute on the Scotia app are online purchases.

If you believe you were charged incorrectly for merchandise or for services not received on or after the service date, you must contact the merchant directly to try and resolve the issue.

In some cases, if contacting the merchant doesn’t resolve the issue, you may submit a digital dispute.

A digital dispute is a transaction you believe is incorrect, such as:

• Purchases processed for the wrong amount
• Being charged twice for the same purchase
• Not receiving a refund if you were entitled to one
• Merchandise or services that you were charged for, but did not receive
• Merchandise or service received is not as described
• Merchandise received is counterfeit
• You have cancelled a service with the merchant for a recurring service (like a utility or gym membership) and are still being charged

Scotiabank Visa debit transactions that are not eligible to be disputed on the Scotia mobile app include:

• Account fees
• Interac debit in-store transactions
• Transactions made on a joint account
• ABM withdrawals
• Interac e-Transfers
• Pre-authorized debits (PADs)
• Bill payments
• Cheques
• International money transfers (Western Union)
• Transactions that exceed 120 days of the original posting date
• Interac direct transactions
• Transactions where an expected merchant refund or credit has not yet been received within 15 days of the original posting date

If your transaction isn’t eligible, but you still believe there's an issue, please call us at 1-800-472-6842 so we can help.