What is the lifecycle of a dispute?
Cash Management is no longer accepting new customers at this time. If you currently use Cash Management, you can sign up to switch to the Robinhood spending account.
Disputes go through a few phases before they’re resolved.
You can file a dispute directly from the transaction details page. Select the transaction you’d like to dispute then tap dispute.
Our card processor uses the information from your report to perform an investigation and reach out to the merchant. If your initial report doesn’t include all the details that were requested, a support agent will email you directly.
You may be issued a temporary credit up to 10 business days after the date of the initial dispute.
The details for how a merchant responds will vary depending on details of individual disputes. For example, for unauthorized transactions, here is generally what happens: When our card processor reaches out to the merchant, the merchant has 90 days to respond to the chargeback. During this time period, the merchant could gather documentation to show the charge to be valid from their end, in which case, you might not win the dispute. If they don’t respond, we close the dispute, and you will be permanently credited the dispute amount.
Depending on the response from the merchant, our card processor will rule positively or negatively on the dispute. Or, in the case of an unresponsive merchant, after 90 days passes (or 45 days if you’re disputing a transaction at an ATM) the dispute will be ruled positively in your favor.
In most cases, speaking directly with the merchant will resolve your debit card disputes much faster than it would take Robinhood to investigate and resolve the dispute with you.
Under the card network rules, the merchant has 90 days to respond to our dispute claim. This doesn’t mean that it will absolutely take 90 days to resolve your dispute, but just that by the network rules, it can take that long in fairness to all parties. Therefore, the more details you can provide and more evidence you have of your dispute, generally the faster the process will go.