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Frequently Asked Questions

Disputed Transactions

  1. What is a disputed transaction?
  2. How long will it take to see a credit on my statement for disputed transactions?
  3. What should I do if I've lost my VISA card, or I believe someone has unauthorized access to my VISA information?
  4. Can I put a stop payment on my credit card purchase(s)?
  5. How do I cancel a pre-authorized or recurring debit?
  6. Will CIBC speak to a merchant on my behalf if I have a dispute?

Regular (In-Store) Transactions

  1. What are regular (in-store) transactions?

Online Transactions

  1. What is an online transaction?
  2. I did not receive the goods/services that I ordered on the Internet. What should I do?
  3. I cancelled the goods/services that I ordered on the Internet. How do I protect myself from still being charged?

Mail/Telephone Order Transactions

  1. What is a mail/telephone order transaction?
  2. Is it safe to give my VISA card number over the phone or by mail when placing an order?
  3. I cancelled the goods/services that I ordered on the telephone or by mail. How do I protect myself from still being charged?
  4. I did not receive the good/services that I ordered on the telephone or by mail. What should I do?

Travel & Entertainment Transactions

  1. What is a Travel & Entertainment transaction?
  2. I received an additional charge on my statement 2 months after completing a transaction at a hotel, car rental company or cruise line. Is the merchant allowed to charge me so late?
  3. How do I cancel a reservation and avoid being charged a "no show" charge?

  4. What do I need to know about a merchant's refund policy?
  5. Will I always receive a credit whenever I dispute a transaction?
  6. How do I contact CIBC to initiate a dispute?

More Credit Card FAQs
Looking for more information?

Learn more about the Disputed Transaction Lifecycle


  1. What is a disputed transaction?

    It's a merchant charge that you do not believe is valid. Examples may include, but are not limited to:

    • Unauthorized transactions
    • Charges for goods and/or services not received
    • Charges for goods returned where a credit has not been processed by the merchant
    • Duplicate charges
    • Charges processed for the wrong amount

    Smart Tips
    To ensure that you only pay for transactions that you authorized:

    • Carefully check your monthly VISA statement to identify any errors
    • Ensure authorized users review their transactions for errors
    • Retain all credit card transaction receipts and/or agreements to reconcile your charges on your VISA statement (these may be required as supporting documentation for disputing transactions up to 6 months from the date the goods or services were purchased or expected to be delivered)
    • As time is crucial when attempting to dispute an invalid charge, you must notify CIBC within 30 days from the statement date of the disputed transaction

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  2. How long will it take to see a credit on my statement for disputed transactions?

    While every case is unique, CIBC aims to credit your account for charges that are not valid in the shortest possible time. To help us serve you quickly, please ensure that all documentation requested is complete and returned promptly. In many cases where a charge is determined not to be valid, a credit can appear as quickly as on your next statement. For more information, please see the Disputed Transaction Lifecycle.

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  3. What should I do if I've lost my VISA card, or I believe someone has unauthorized access to my VISA information?

    Contact CIBC as soon as possible.

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  4. Can I put a stop payment on my credit card purchase(s)?

    A VISA card is equivalent to cash when paying for purchases with merchants - there is no stop payment option when you make a purchase with your card. However, we can assist you with a transaction where you have valid dispute rights. What is a disputed transaction?

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  5. How do I cancel a pre-authorized or recurring debit?

    You must contact the merchant to notify of the cancellation of the service or product, prior to 15 calendar days of the next billing date. Contact CIBC if the merchant continues to debit your credit card after you have cancelled with them.

    Smart Tips

    • When making pre-authorized or recurring debit arrangements, always keep a record of merchant contact information
    • Always keep a record of any cancellations that you have made with the merchant

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  6. Will CIBC speak to a merchant on my behalf if I have a dispute?

    CIBC does not deal directly with merchants. Customer disputes are handled with the merchant's financial institution.

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Regular (In-Store) Transactions

  1. What are regular (in-store) transactions?

    For these types of transactions, you are presenting your CIBC VISA card to authorize purchases.

    Smart Tips

    • Verify that the amount is correct on the transaction receipt before finalizing the transaction
    • Ensure that you get your card back from the merchant immediately following the processing of the transaction

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Online Transactions

  1. What is an online transaction?

    Online transactions are purchases made using your CIBC VISA card on the Internet.

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  2. I did not receive the good/services that I ordered on the Internet. What should I do?

    You must first attempt to contact the merchant to resolve the dispute. If the dispute remains unresolved, you can contact CIBC Credit Card Services and we will assist with trying to resolve your dispute.

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  3. I cancelled the goods/services that I ordered on the Internet. How do I protect myself from still being charged?

    Always keep a record of your cancellation details. These details can include:

    • A copy of the invoice itemizing exactly what you were supposed to receive, and when you were supposed to receive it
    • The date that the product or service was cancelled
    • The date that the merchandise was returned and the shipping company was used (if applicable)
    • The invoice or tracking number showing that the merchandise was returned (if available)
    • Any communication with merchant (e.g., fax, e-mail, reference of a telephone conversation)

    Smart Tips

    • Before authorizing a purchase, check the merchant's website for delivery and return policies
    • Before finalizing the purchase, verify the transaction details, such as the description of the goods and the billing amount
    • Keep a record of purchases you have authorized (e.g., printout of the confirmation page, confirmation email) and always reconcile to your monthly VISA statement
    • Sign up for "Verified by VISA"; this free online service ensures that your VISA card can only be used by you to make online purchases, and helps prevent unauthorized usage of your card
    • Deal with merchants whom you trust or are well-known to you, and have a good reputation

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Mail/Telephone Order Transactions

  1. What is a mail/telephone order transaction?

    Mail/telephone order transactions are purchases that are made using your VISA card over the phone or by mail.

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  2. Is it safe to give my VISA card number over the phone or by mail when placing an order??

    It's wise to proceed with caution when choosing to authorize purchases over the phone or by mail.

    Smart Tips

    • Only provide your VISA card information when you have initiated the transaction
    • Keep a record of purchases made, and always reconcile your charges to your monthly VISA statement
    • Check the merchant's refund policy before using your VISA card to order items
    • Keep a record of the date you expect the merchandise to arrive
    • Keep documentation outlining what you should be receiving (if available)

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  3. I cancelled the goods/services the goods/services that I ordered on the telephone or by mail. How do I protect myself from still being charged?

    Always keep a record of your cancellation details. These details may include:

    • The date/time that the product or service was cancelled
    • The date that the merchandise was returned and the shipping company was used (if applicable)
    • The invoice or tracking number showing that the merchandise was returned (if available)
    • Any communication with the merchant (e.g., fax, email, reference of a telephone conversation)

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  4. I did not receive the good/services that I ordered on the telephone or by mail. What should I do?

    You must first attempt to contact the merchant to resolve the dispute. If the dispute remains unresolved, you can contact CIBC Credit Card Services and we will assist with trying to resolve your dispute.

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Travel & Entertainment Transactions

  1. What is a Travel & Entertainment transaction?

    Transactions are classified as 'Travel & Entertainment' when you use your VISA card to pay for travel-related services, such as hotel accommodations, airline tickets, car rentals, and cruise line transactions.

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  2. I received an additional charge on my statement 2 months after completing a transaction at a hotel, car rental company or cruise line. Is the merchant allowed to charge me so late?

    If you have agreed to be liable for delayed or amended charges to be applied to your VISA card, the merchant may apply these charges up to 90 days from the date of the original charge. Some examples of delayed or amended charges are:

    • Room, food, beverage, telephone charges
    • Taxes
    • Fuel
    • Insurance
    • Rental fees
    • Damages
    • Parking tickets and other traffic violations
    • Goods and services purchased aboard a cruise line vessel

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  3. How do I cancel a reservation and avoid being charged a "no show" charge?

    A merchant must accept all cancellations within the time limits previously specified, and provide you with a cancellation code. Guaranteed reservation cancellations must be made with the hotel or the hotel's booking agent, either by phone or online (if available).

    Smart Tip

    • Always retain a record of the cancellation code provided by the merchant

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  4. What do I need to know about a merchant's refund policy?

    Before purchasing a product or service, ensure you understand the merchant's refund policy. Many merchants accept refund requests, but some merchants have a Limited Refund policy. Some examples of a Limited Refund policy are:

    • No Refund, No Exchanges, or All Sales Final
    • Exchange Only
    • In-Store Credit Only

    Merchants must display refund policies as follows:

    • In-store transactions - on the transaction receipt, agreement or invoice
    • Mail or telephone order transactions - via e-mail, mail, or fax
    • Online transactions - on the merchant's website

    Smart Tip

    • Before purchasing handmade or custom products, verify all details with the merchant to ensure that you receive what you intended to buy; custom-made orders are often non-refundable or subject to hefty re-stocking fees

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  5. Will I always receive a credit whenever I dispute a transaction?

    We will be pleased to investigate a disputed charge on your behalf. However, CIBC cannot guarantee that the final outcome will always be in your favour.

    There is a limited timeframe for processing disputes, and it can sometimes take up to 6 months to resolve with the merchant's financial institution. Depending on the time that you take to initiate a dispute, or if required documentation is unavailable, or if merchant evidence proves the charge to be valid, you may not receive a credit for the disputed charge. However, we will do everything we can to assist you with your dispute.

    Please note: You must notify CIBC within 30 days from the statement date of the disputed transaction, as time is crucial when attempting to dispute an invalid charge.

    Smart Tip

    • Check your billing statements and purchase amounts against receipts, and report any unrecognized or questionable charges to CIBC immediately

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  6. How do I contact CIBC to initiate a dispute?

    Call CIBC Credit Card Services at 1-800-465-4653 (Canada & U.S.) or 514-861-4653 (elsewhere; collect calls accepted).

    To speak with a Customer Service Representative regarding your dispute, follow the steps below on your touchtone phone:

    1. Select your language
    2. Select option "1"
    3. Input your CIBC VISA card number and press the # sign
    4. Select option '3' (for disputes)

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