Westpac

refund policy – how to claim your money back

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.

1. Contact the merchant first (if relevant): Try to resolve directly, this is quicker and often effective.

2. Report to Westpac:

• 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.

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• 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
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• Fraud refunds: Typically within 21 business days
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• Direct debit errors: Often within a few days
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• 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.

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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.

• 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.