Dispute Transaction
If you encounter an issue with a transaction on your Expensify Visa® Commercial Card, you may need to file a dispute. Common reasons for disputes include:
- Unauthorized charges
- Incorrect transaction amounts
- Duplicate charges
- Missing merchant refunds
Follow the steps below to resolve your dispute quickly.
How to Dispute a Transaction
If you find an incorrect charge on your Expensify Card:
- If the charge is fraudulent, cancel your card right away (Settings > Account > Wallet > Request a New Card).
- Contact Concierge Support
- Provide details about the transaction, including:
- Date and amount
- Merchant name
- Reason for the dispute
- We’ll investigate the issue and file a dispute with our card processor on your behalf.
Types of Disputes
Unauthorized or Fraudulent Transactions
These occur when:
- Your card is charged after being lost or stolen.
- Your card details are used without authorization.
- A subscription continues to charge after cancellation.
To secure your account:
- Cancel your card: Go to Settings > Account > Wallet > Request a New Card.
- Enable Two-Factor Authentication (2FA): Activate 2FA under Settings > Account > Profile > Two-Factor Authentication.
Service Disputes
These involve issues with products or services, such as:
- Damaged or defective items
- Items not received
- Duplicate charges
- No refund after a return
- Incorrect charge amounts
Tip: Always contact the merchant first, as they may resolve the issue faster.
Tips for a Smooth Dispute Process
- Clearly explain the dispute reason and any steps taken.
- If you recognize the merchant but not the charge, contact them first.
- Provide supporting documents (e.g., receipts, cancellation confirmations).
- Ensure the transaction is not pending, as pending charges cannot be disputed.
FAQ
How does Expensify protect me from fraud?
Expensify provides:
- Real-time notifications for every transaction.
- Fraud detection algorithms to block suspicious activity.
- Easy dispute filing via Concierge in the Expensify app or at concierge@expensify.com.
- Card cancellation options within the platform.
How long does the dispute process take?
Disputes typically take up to 90 days, depending on the case.
Can I cancel a dispute?
Yes, contact Concierge Support if you need to withdraw a dispute, such as when a merchant resolves the issue.