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Dealing with an issue

In most cases, issues relating to an online purchase can only be resolved by contacting the company you purchased the goods or services from.  Sage Pay is unable to access or disclose any transaction information to shoppers for security reasons and will be unable to assist with any of the requests below:

  • Resolve a dispute
  • Process a refund
  • Cancel a transaction
  • Check on the status of an order
  • Make changes to your order
  • Cancel duplicate payments

Report an issue

Where you believe a company is acting fraudulently, you can report it to us by using this form. We will forward your query on to the company in question and request that they get back to you within 7 business days. Please note, however, we cannot guarantee that the company will respond to you. We do not have any control over third party organisations.      

Before reporting an issue to us, you should:

  • Speak to the organisation that issued your card as they are best placed to take this forward on your behalf
  • Read the instructions provided in the most frequently asked questions
  • Attempt to contact the company by telephone and email on at least 3 occasions to give them an opportunity to respond to you directly  ​
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