UOB SHOP SAFE

Frequently Asked Questions

• Do I have to register to enjoy this feature?
  • No registration is required.
• Are there any fee or charges payable?
  • No, this guarantee is provided free to all eligible credit cardholders.
• How do I report any discrepancies in my statement or transaction history?
  • Please contact us at 1800-222-2121 immediately if you discover any discrepancies.
• Is there a time limit for reporting an unauthorized E-Commerce transaction?
  • Please notify UOB of the unauthorized transaction within 30 days from the card statement date or 60 days from the date of the relevant unauthorized transactions.
• Is there any documentation that I need to provide for reporting of unauthorized transactions?
  • Yes, cardmembers may be required to provide the Bank with the following documents
    • A police report,
    • A statutory declaration in the form approved by the bank,
    • A completed dispute form
    • Any additional document or information that the bank deems necessary on a case by case basis
• Is there a limit to the number of unauthorized transactions that I can report?
  • No, there is no limit to the number of unauthorized transactions you can report.
• Does the SHOP SAFE policy cover other card transactions such as retail point of sale (‘POS’) purchases, mail orders or telephone orders etc.?
  • This policy does not cover retail POS purchase. However, it covers transactions that are not 3-D secure, such as mail orders, telephone orders and online transactions.
• How long will it take to process my claim?
  • Our investigations may take at least 45 - 90 days from our receipt of the required documents from you to conclude your claim.
    
    We will provide provisional credit to your Card account in the amount of the alleged unauthorised transactions within 10 business days from our receipt of the required documents from you.
• Does this covers damaged or undelivered goods received from the merchant?
  • No, this does not cover the above scenarios. It only covers unauthorised E-Commerce transactions.