How do I dispute a card transaction I don’t recognize?

If you notice a card transaction in your UKKO Business Account that you don’t recognize, report it to Swan, the issuer of the UKKO Business Account, as soon as possible.

Swan will handle the report as a fraud-related dispute and investigate whether the transaction was unauthorized.
 

How to report an unrecognized card transaction

1. Check the transaction details in your UKKO Business Account through the Swan portal. Make a note of at least the transaction date, amount, currency, merchant name and transaction reference.
2. Open Swan’s support request form and use the email address linked to your UKKO Business Account.
3. Select “Fraud” as the topic and choose the appropriate subcategory.
4. Describe the transaction as accurately as possible. For example, state:
   • which transaction you don’t recognize
   • when the transaction appeared in your account
   • the transaction amount and currency
   • the merchant name
   • whether a physical or virtual card was used
   • why you believe you did not make the transaction
5. Provide your card details only in the format requested by Swan. Do not send your full card number. The Swan form asks for the first six and last four digits of the card.
6. Attach any documents that support your case, such as a screenshot of the transaction or a police report. According to Swan’s instructions, a police report is not mandatory, but you can attach one to support your dispute.
7. Swan may also ask you to complete and sign a separate Fraudulent Use of a Card form. Complete and return the form according to Swan’s instructions.
    

Submit your request to Swan

Submit your dispute using Swan’s support request form. The form allows you to provide your email address, card details, a description of the transaction and supporting attachments.
 

Please also note

• If you suspect that your card or card details have been compromised, block the card as soon as possible in the Swan portal. You can access the Swan portal through the Account Transactions page of your UKKO Entrepreneur customer account by selecting Manage UKKO Business Account.
• If your card has been lost or stolen, permanently block it in the Swan portal by selecting Cards and then Permanently block for the physical card. Confirm the permanent block using the link sent to you by text message.
• Do not submit the same dispute as several separate support requests. If you want to provide additional information, reply to the original support request.
• Swan will refund the money if the investigation confirms that the dispute is justified.
   

If you need help

If you are unable to submit a support request to Swan or you are unsure what information to include, first check the required fields in Swan’s support request form and provide the basic transaction details.

Never send your full card number or card PIN.