Contain risk, then identify the transaction

Suppose a Recife shopper sees two R$420 entries after ordering one backpack. That could require investigation, but two notifications alone do not prove two settled charges. Inspect each transaction’s reference and status, and compare the merchant name with the receipt. If you suspect unauthorized use, freeze promptly while identifying the activity.

KAST supports freezing through its app; RedotPay lists Card → Freeze. Confirm the resulting card status and contact official support if access fails. Freezing controls further card use; it does not itself return a completed payment. Keep a separate payment method available while the issuer checks whether replacement credentials are appropriate.

Build one factual evidence packet

For a purchase you recognize, explain the actual problem: duplicate settlement, missing delivery, an incorrect amount or an uncredited promised refund. Do not call an authorized purchase unauthorized merely because you regret it. Contact the merchant about that specific problem and preserve its response, including any promised amount and processing date.

Create a short timeline with the order, payment, expected delivery, contact attempts and later credits. Include the original BRL receipt and any separately displayed USD debit without silently replacing one currency with the other. Give each disputed transaction its own reference. Evidence should show what remains unresolved, rather than demanding the original total after a partial refund.

• Transaction: reference, dates, amount, currency and status.
• Evidence: receipt, delivery record, cancellation and merchant replies.
• Remaining claim: subtract credits already received.

Check the rules before formal submission

The checked KAST guide requires filing within 50 days of the transaction and a non-refundable US$30 fee. RedotPay specifies 60 days from settlement and a non-refundable US$50 upfront fee. These clocks differ. RedotPay also publishes authentication-based exclusions, so describe how payment was approved and ask support to confirm eligibility before submission.

Keep the case number and respond with consistent facts when support asks for more evidence. Approval and recovery are not guaranteed, and a reported transaction is not automatically credited. If the merchant later refunds you, notify support immediately. Follow the issuer’s instructions for updating the case; do not assume both providers permit cancellation after filing.