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Guide for Cardholder Protection

Before dealing with an online or telephone merchant:

  • Always read merchant terms and conditions, as well cancellation and/or refund policies. Be cautious with ‘free trial’ offers that require a credit card number: ask if your credit card will be charged when the free trial period ends.
  • Do your homework: check different sources to get feedback on the merchant or the company (e.g. Better Business Bureau, search engines etc).
  • Obtain valid contact information for the merchant’s customer service area (email, phone number, fax, address).
  • If a merchant contacts you directly, request the terms and conditions as well as any cancellation and/or refund policy in writing before providing your credit card number and expiry date.
  • RBC does not contact clients to ask them for their credit card number. If a caller claiming to be from RBC requests such information, tell them that you prefer to call RBC directly (1-800-769-2512).

After you have dealt with an online or telephone merchant:

  • Always attempt to resolve the situation directly with the merchant before calling RBC Card Services.
  • Keep tracking numbers (courier or freight company shipment number or registered mail for example) for all returns to a merchant as well as any item sent by mail. Before sending merchandise back, ensure that the merchant has authorized the return.
  • Always follow the merchant’s cancellation, refund and return policy. It is a good practice to have written proof (can be email) or confirmation of any step that has been taken with the merchant (cancellation, return, refund request).
  • Before disputing a transaction, gather all the information and documents that could support your case. These include but are not limited to, drafts, credits, contracts, letters and emails. You can now dispute a transaction on your RBC credit card through RBC Online Banking.
    Find out how >

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