What is a Failure of Consideration Dispute?
A failure of consideration dispute applies when you intentionally make a purchase using your Neema card, but the merchant fails to deliver the promised goods or services.
A chargeback is a formal request to dispute a charge on your Neema card. It is designed to protect consumers when goods or services are never delivered.
Important: This dispute process is a last-resort measure that applies only after the merchant has explicitly refused to give you a refund. Before opening a case with Neema, you must first contact the merchant directly to request a refund or resolution. You can only open a failure of consideration dispute with Neema after the merchant formally refuses to issue a refund.
Eligibility Criteria for Opening a Case
To open a failure of consideration dispute for your Neema card, your transaction must meet all of the following requirements:
Foreign merchant: The transaction must be made with an international/foreign merchant outside of Israel. Transactions made with Israeli merchants are not eligible for this dispute process.
Minimum transaction amount: The disputed transaction amount must be above 100 ILS.
Passed delivery date: The committed delivery date or service fulfillment window promised by the merchant must have already passed.
Note: Card cancellation is not required to open a failure of consideration case because there is no suspicion of card theft or compromise. Secured and unsecured transactions are both eligible.
Required Information and Supporting Documents
To initiate the dispute process, you must gather and provide all of the following items:
Transaction identification: Specify the exact date, merchant name, and amount of the purchase.
App transaction screenshot: A clear screenshot from the Neema app showing the specific transaction details.
Product or service details: A clear description of the specific product or service purchased and not received.
Committed delivery date: The exact date or time frame by which the merchant promised to deliver the product or service.
Proof of merchant refund refusal: Written documentation (such as an email thread, chat transcript, or official response) showing that you contacted the merchant and the merchant explicitly refused to issue a refund.
Proof of delivery commitment: Official documentation from the merchant showing the agreed delivery timeline, such as:
An order confirmation email or receipt displaying the delivery date, or
Documentation stating the specific number of days the merchant committed to provide the product or service.
How the Dispute Process Works
A chargeback is a formal request to dispute a charge on your Neema card.
Decision authority: Neema does not approve or reject chargeback requests. All decisions are made solely by the credit card company (Max) according to international credit card network regulations.
Resolution timeline: The entire evaluation process can take up to 6 months.
Fund credit: If the credit card company approves the claim, the funds are credited directly back to your main Neema account balance (not to the Neema card balance).