Still waiting on a Westpac refund?
Can you get a refund from Westpac? Check eligibility first
You’re eligible for a refund from Westpac if:
- You were charged fraudulently or without authorisation (covered under their Fraud Money Back Guarantee)
- You were charged incorrectly, double-charged, or didn’t receive what you paid for
- A Westpac fee or interest was applied in error
- You made a mistaken payment (e.g. wrong PayID or BSB/account)
Not eligible? Westpac won’t refund for:
- Buyer’s remorse or quality dissatisfaction
- Charges you authorised, even if scammed
- Disputes raised after time limits (usually ~120 days)
- Fraud where you contributed to the loss (e.g. shared your PIN/password)
- Non-refundable add-on fees (like Qantas Rewards program charges)
Always ask if unsure. Westpac sometimes grants goodwill refunds for loyal customers.
How to get a refund from Westpac
1. Contact the merchant first (if relevant): Try to resolve directly, this is quicker and often effective.
- Via app/online banking: Tap the transaction and “Report this transaction”
- By phone: Call 1300 651 089 (for disputes) or 1300 364 294 (for fraud)
- In branch: Bring ID and documentation
- Online message/chat also available once logged in
3. Submit evidence if requested:
Receipts, emails, or confirmation of cancellation help build your case.
4. Track investigation:
Westpac will confirm your dispute is lodged and may offer a conditional refund while investigating.
5. Get your outcome:
Approved = permanent refund. Denied = you’ll be told why and can escalate.
Westpac’s refund timeframe - how long it takes
- Merchant refund (e.g. online shop): 1–5 business days
- Simple card disputes: A few days to 3 weeks
- Complex chargebacks: Up to 45 days
- Fraud refunds: Typically within 21 business days
- Direct debit errors: Often within a few days
- Mistaken payments: 2–4 weeks (depends on other bank’s response)
- Fee refunds or internal corrections: Same or next business day
Tip: Respond quickly if Westpac requests info. It speeds things up.
Westpac’s refund methods - how you'll get your money back
Refunds are credited to the original:
- Card (for card purchases)
- Bank account (for direct debits or mistaken transfers)
- Loan account (for overpayments)
- Service account (for insurance, etc.)
If your account is closed, Westpac may contact you for another account or issue a bank cheque. You’ll receive notification via email, app or post.
No cash refunds in-branch for disputed transactions.
Common refund issues with Westpac
- Disputing legit charges: Check the merchant name (many disputes come from confusion).
- Missed deadlines: Always lodge disputes within ~60–120 days.
- Ignored documentation requests: Respond within 14 days to avoid your case closing.
- Merchant pushback: If they prove delivery, you may need strong counter-evidence.
- Scam payments you authorised: Sadly, these aren’t covered under fraud policy.
- Refund delays: Always follow up politely if the timeframe passes.
- Reversal of conditional refunds: Avoid spending it until confirmed. It could be reclaimed.
- Overdrawn from reversed refunds: Westpac may waive overdraft fees if asked.
Westpac cases submitted through Ajust
I lost $1,500 to a scam and expected Westpac’s scam refund policy to protect me. But I only got half the money back, despite reporting it immediately. It felt like they went back on their word when I needed them most. - Cj
My account was hit with multiple fraudulent transactions from a company I’d never heard of. Westpac never flagged them and I couldn’t monitor anything because my online access had been blocked for years. I’m still fighting to get the $8,289 refunded. - Richard
My child was excited for a ride at the shopping centre, but it didn’t work after payment. It was just $3.33, but I had to chase a refund that should’ve been automatic. It completely disrupted our day. - Joyce
Westpac told me I’d be reimbursed $719.32 after overcharging my Worldwide Wallet account. But months later, the refund never came through. I needed that money to stay on top of bills-it shouldn't take this long. - Mary
Customer experiences with Westpac refund cases
$4,000 fraud fully refunded under the Money Back Guarantee. The key was fast reporting.
Overdrawn fees waived after a customer explained timing errors in deposits. Westpac showed goodwill.
Chargeback on undelivered concert tickets approved after 6-week dispute. Patience and documentation paid off.
How Westpac Refund Policy Compares to Competitors
- CommBank: Often faster with initial dispute resolution (some within 3 days); app-based messaging is more flexible. Slight edge in UX speed.
- ANZ: Disputes resolved in ~35 days; newer “ANZ Plus” app makes dispute reporting smoother. Slightly stricter on time limits.
- Westpac: Strong on fraud refunds, thorough investigations, and proactive goodwill. Refund times slightly longer, but highly customer-first in complex cases.
Bottom line: All Big 4 banks follow similar rules. Westpac holds its own and often excels with fairness and follow-through.
Westpac Refund FAQs
Can I get a refund from Westpac for a transaction I authorised but later regretted?
No, Westpac won’t refund payments you authorised-even if you were scammed. If you gave consent to the charge, it’s not covered under their fraud policy, even for scams. However, you can still report the issue, especially if it's recent-Westpac may show goodwill in rare cases. For future protection, set up alerts or limits to avoid accidental approvals.
How long does a Westpac refund actually take?
Westpac refunds can take anywhere from 1 day to 45 days, depending on the case type. Simple merchant refunds take 1-5 business days, while complex chargebacks or mistaken payments may stretch up to 4 weeks or more. Responding quickly to any Westpac requests (like documents) can significantly speed up the timeline.
What if Westpac gives me a refund, then takes it back?
Conditional refunds can be reversed-don’t spend the money until it’s final. During investigations, Westpac may offer a temporary refund that gets withdrawn if your dispute is denied. To avoid accidental overdrafts or confusion, wait for written confirmation before relying on the funds.
What’s the fastest way to request a Westpac refund?
Use the Westpac app or online banking-tap the transaction, then “Report this transaction.” It’s quicker than phone or branch visits, and lets you upload documents directly. If your case is urgent (e.g. fraud), call Westpac’s fraud team immediately and have your ID, receipts, and transaction details ready to speed up the process.
You deserve your money back, don’t let it slip away.
Take two minutes to file a formal
Westpac
refund request that gets seen.