Transaction Dispute

Published on
June 30, 2023
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Transaction Dispute

Step 1: Lock your card

To secure your funds, the first step is to lock your card in the app. This will prevent any further unauthorized transactions from occurring.

Step 2: Contact the merchant

Before initiating a dispute, it's a good idea to try contacting the merchant directly to see if the issue can be resolved. This may be a much quicker process to resolve your concern, as they may be able to refund you the purchase and save you time. You can usually find their contact information on the transaction receipt or on their website.

Keep in mind that the dispute process can take up to 90 days, so contacting the merchant directly may be a faster option to resolve the issue.

Step 2: Wait for the transaction to be posted

If you still believe the transaction is incorrect or unauthorized after contacting the merchant, you will need to wait until the transaction is posted to your account before you can initiate a dispute.

Transactions need to be posted to your account before we can initiate the dispute process as it allows us to verify and authenticate the transaction details accurately. Pending charges can be temporary and may not be the final amount charged to your account, and in some cases, they may drop off before posting.

Step 3: Initiate the dispute

Once the transaction is posted to your account, contact our Support Team via app or email to report the disputed transaction. Provide as much detail as possible about the transaction and explain why you believe it is incorrect or unauthorized.

Below is a list of details that our team will require from you to prepare your case:

  1. Are you aware of the transaction or is this a transaction where your information has been compromised?
  2. List all transactions that you are disputing.  Be sure to include the date, amount ($), and merchant of each transaction.
  3. Is your card: in your possession? If not, on what date was it lost/stolen?  
  4. Where do you normally store your card?
  5. Where do you normally store your PIN?
  6. Why are you disputing the transaction(s)?

Please keep in mind, if you are claiming unauthorized transactions your card will be deactivated. Before ordering new card, make sure the address you have on the account is correct.

Once the answers are received, we will send you a dispute form to fill out for each disputed transaction. Once we have all your documentation, we’ll bundle it together and send it to our Disputes Team.

Step 4: Wait for the investigation

Once you've provided all the information and submitted the dispute forms, we will launch an investigation into the transaction. This process can take up to 90 days to complete, depending on the complexity of the case.

Step 5: Receive the results

Once the investigation is complete, our team will provide you with the results of the dispute. If the transaction was found to be incorrect or unauthorized, we will typically reverse the charge and credit your account for the disputed amount.

In summary, if you believe that a transaction on your account is incorrect or unauthorized, you have the right to dispute it with us. By following these steps, you can initiate the dispute, provide all the necessary information, and wait until the investigation is complete.