What are the different dispute types and how do I use them?

In most cases, talking directly to a merchant about your transaction is much faster than beginning the dispute process. When you dispute a charge on your account, we will ask you why you’re disputing the charge. We must collect detailed information about your dispute so that we can help you protect your account.

Here are the possible transaction types you can select when filling out a dispute form.

1. Unauthorized transaction - I didn’t approve this transaction

a. If you see a charge on your account that looks wholly unfamiliar. Sometimes this is fairly obvious, such as if you see a charge made on your account from another state or different location from where you live. Sometimes unauthorized transactions can look obviously fraudulent, which is why we will need details about who has had access to your PIN (if anyone).

2. Didn’t receive the good or service

a. Choose this if you’ve paid for merchandise or a service and never received it.

b. If this is a securities-related transaction (as in: if you used your Robinhood card to purchase stocks elsewhere), our agents may take additional time reviewing this transaction to remain compliant with regulatory requirements as a broker-dealer.

3. Incorrect billed amount

a. Choose this if you were expecting to pay one amount and were charged a different amount. This can go in either direction: you can dispute a charge where you have paid more or less than the agreed-upon amount.

4. Funds not dispersed

a. Choose this when you withdraw money from an ATM and the ATM does not release the proper amount.

5. Credit not processed

a. Choose this if a merchant told you to expect a refund from a recent purchase, but that refund didn’t come through.

6. Duplicate transaction

a. Choose this when you authorize one transaction, but the merchant charges you multiple times for the same item.

7. Defective merchandise

a. Choose this when there’s a problem with the item or service you paid for.

8. Cancelled recurring payment

a. Choose this if you were charged after you stopped a recurring payment.

9. Paid by other means

a. Choose this if you paid for this transaction with another method but your Robinhood card was charged instead.