If you want to raise a dispute for the particular card payment, first of all, please contact the service provider (merchant) and try to resolve the issue directly with them;
If the merchant does not agree to make a refund, you can raise a dispute by contacting us at email@example.com 3 months from the original date of the transaction;
When contacting the Genome Customer Support team, please provide us with the following information: merchant name, the value of the transaction, currency, description (provide as much information as possible). Also, please provide proof in English that you have tried to resolve the matter with the merchant directly before initiating a dispute;
The Genome Customer Support team will answer in 1 business day by providing further instructions on opening a dispute.