If you have an issue with a transaction, please raise the dispute as soon as possible (ideally within 45 days of the transaction date) as this will help us come to a resolution faster.
Step 1: Contact the merchant
Contact the merchant to resolve your dispute first (e.g. item did not arrive, charged the wrong amount, charged multiple times, or the product was not as described).
Note: Visa will not pursue any transaction disputes unless you have provided evidence of following the merchant's own refund/dispute process first, and evidence of the issues (e.g. photos if product is defective). When you raise a dispute with Kit, we will respond and request this evidence.
Step 2: Raise a dispute in-app.
If it is still not resolved, follow these steps.
- Open the Kit app.
- Navigate to your child’s profile. You can do this by entering your Boss profile then tapping on your child’s name, or selecting the child’s profile on the ‘Who’s there?’ screen.
- Tap on the ‘Spend’ tab.
- Tap on the transaction to open the transaction screen.
- Tap ‘Unusual transaction’ and follow the prompts.
We will contact you for further information.
Pending transactions
You will be unable to dispute a transaction while it is pending. While you are waiting for the transaction to post, contact the merchant to resolve the issue.
If the transaction clears without a resolution, follow the steps above to dispute the transaction.
$0 transactions
These are authorisation holds placed by the merchant to confirm the account is valid. While these may disappear after a few days, if it is still there for an extended period of time, follow the transaction dispute steps above to have the hold removed.