FAQs

Can I cancel or dispute a pending transaction?

A dispute can only be lodged once the transaction has been fully processed. A pending transaction can be released or reversed at any time if the merchant submits a request to the Bank.
 

To request for the release or reversal of a pending transaction, the merchant will need to provide us with the following transaction details on their company letterhead.
 

• Date of Transaction
• Customer's full name
• Full Card Number
• Authorisation amount
• Authorisation number (if available)
• Reason for removal
• Expiry Date of Card

The merchant should send the request to our authorisations team by:
 

• Email address: cardauthorisations@westpac.com.au - As well as including a company letterhead, email requests must also come from the business/company email address
• Fax: (03) 6208 4082

If we do not receive all of these details from the relevant merchant, we may not be able to release or reverse a pending transaction.
 

If you require further assistance, please call us on 1300 651 089 within Australia or +61 2 9155 7700 from overseas.