What is the lifecycle of a dispute?
Disputes go through the following few phases before they’re resolved.
You can file a dispute directly from a transaction’s detail page. Select the transaction you’d like to dispute, and then select dispute.
Our card processor uses the information from your report to start an investigation and reach out to the merchant. The process of reaching out to the merchant to reverse the transaction is called a chargeback. A chargeback is not possible in all cases, so if our card processor is unable to process a chargeback, your dispute claim will be investigated. If your initial report doesn’t include all the required details, our support team will email you directly.
You may be eligible and issued a temporary credit within 10 business days after the date of the initial dispute if the investigation is still in progress for transactions that are covered under Regulation E. If additional time is required, the investigation process can take up to 45 days (or for errors involving point-of-sale transactions or foreign-initiated transactions, it can take up to 90 days).
Disputed transactions that are not covered under Reg E may take up to 120 days to complete the process.
The details of how a merchant responds will vary depending on details of individual disputes.
For example, generally what happens for unauthorized transactions is that our card processor reaches out to the merchant. The merchant could gather documentation to show the charge to be valid on their end. In which case, you might not win the dispute.
Depending on the merchant’s response and our card processor’s investigation, a decision on your dispute’s case (error or no error found) will be completed within 45/90 days for Reg E covered disputes and within 120 days for non-Reg E disputes.
We encourage you to contact the merchant directly about your dispute for a quicker resolution. The more details and evidence of your dispute that you can provide, generally the faster the process will go.
Under the card network rules, the merchant has 90 days to respond to our dispute claim. This doesn’t necessarily mean that it will take 90 days to resolve your dispute, but just that by the network rules, it can take that long to get a response. Allow for up to 120 days to resolve the dispute.