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:

1. If the charge is fraudulent, cancel your card right away (Settings > Account > Wallet > Request a New Card).
2. Contact Concierge Support
3. Provide details about the transaction, including:
   • Date and amount
   • Merchant name
   • Reason for the dispute
4. 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:

1. Cancel your card: Go to Settings > Account > Wallet > Request a New Card.
2. 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.