diff --git a/docs/articles/expensify-classic/expensify-card/File-A-Dispute.md b/docs/articles/expensify-classic/expensify-card/File-A-Dispute.md index 694bce3da059..12dad0c7084d 100644 --- a/docs/articles/expensify-classic/expensify-card/File-A-Dispute.md +++ b/docs/articles/expensify-classic/expensify-card/File-A-Dispute.md @@ -1,5 +1,61 @@ --- -title: File a Dispute -description: File a Dispute +title: Expensify Card - Transaction Disputes & Fraud +description: Learn how to dispute an Expensify Card transaction. --- -## Resource Coming Soon! +# Overview +When using your Expensify Card, you may come across transaction errors, which can include things like: +- Unrecognized, unauthorized, or fraudulent charges. +- Transactions of an incorrect amount. +- Duplicate charges for a single transaction. +- Missing a promised merchant refund. + +You’ll find all the relevant information on handling these below. + +# How to Navigate the Dispute Process +## Disputing a Transaction + +If you spot an Expensify Card transaction error, please contact us immediately at [concierge@expensify.com](mailto:concierge@expensify.com). After that, we'll ask a few questions to better understand the situation. If the transaction has already settled in your account (no longer pending), we can file a dispute with our card processor on your behalf. + +If you suspect fraud on your Expensify Card, don't hesitate to cancel it by heading to Settings > Account > Credit Card Import > Request A New Card. Better safe than sorry! + +Lastly, if you haven’t enabled Two-Factor Authentication (2FA) yet, please do so ASAP to add an additional layer of security to your account. + +## Types of Disputes + +There are two main dispute types: + +1. Unauthorized charges/fraud disputes, which include: + - Charges made with your card after it was lost or stolen. + - Unauthorized charges while your card is still in your possession (indicating compromised card information). + - Continued charges for a canceled recurring subscription. + +2. Service disputes, which include: + - Received damaged or defective merchandise. + - Charged for merchandise but never received it. + - Double-charged for a purchase made with another method (e.g., cash). + - Made a return but didn't receive a timely refund. + - Multiple charges for a single transaction. + - Charges settled for an incorrect amount. + +You don't need to categorize your dispute; we'll handle that. However, this may help you assess if a situation warrants a dispute. In most cases, the initial step for resolving a dispute should be contacting the merchant, as they can often address the issue promptly. + +## Simplifying the Dispute Process + +To ensure the dispute process goes smoothly, please: +- Provide detailed information about the disputed charge, including why you're disputing it, what occurred, and any steps you've taken to address the issue. +- If you recognize the merchant but not the charge, and you've transacted with them before, contact the merchant directly, as it may be a non-fraudulent error. +- Include supporting documentation like receipts or cancellation confirmations when submitting your dispute to enhance the likelihood of a favorable resolution. + +# FAQ + +## **How am I protected from fraud using the Expensify Card?** +Real-time push notifications alert you of every card charge upfront, helping identify potential issues immediately. Expensify also leverages sophisticated algorithms to detect and/or block unusual card activity. + +Expensify cardholders can dispute suspicious transactions directly via Concierge, either within the Expensify app or by emailing [concierge@expensify.com](mailto:concierge@expensify.com). Cardholders can also cancel their Expensify Card anytime within our platform. + +## **How long does the dispute process take?** +The dispute process can take a few days to a few months. It depends on the type of dispute. + +## **Can I cancel a dispute?** +Contact Concierge if you've filed a dispute and want to cancel it. You might do this if you recognize a previously reported unauthorized charge or if the merchant has already resolved the issue. +