Online and Telephone Credit Card Transactions

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 >