Card Dispute Reasons

Card transactions may be disputed for a wide variety of reasons, but generally fall into the following categories:

• Fraudulent or Unauthorized Charges - If someone else used your card without your permission, you can dispute the charge as unauthorized.
• Billing Errors - This includes charges for the wrong amount or date, math errors, or failure to post payments or credits.
• Services or Products Not Received - If you didn't receive the goods or services you ordered, or if they weren't delivered as agreed, you can dispute the charge.
• Poor Quality or Damaged Products - If you're dissatisfied with the product or service you received, you can dispute the charge. For example, if you bought a TV and the screen is cracked, you might be able to dispute the purchase if the merchant refuses to refund you.
• ATM Cash Not Dispensed - You requested cash from your card account at an ATM, but it did not dispense all or some of the requested cash.
• Other Reasons - You might also dispute a charge if you're still being charged for a service you canceled, or if you can't resolve an issue with the merchant.

Based on the dispute reason type listed above, the card holder will be asked a series of questions to aid in the investigation of the claim which may include the uploading of specific documents or photographs as evidence to support the claim. The below diagram shows how this information gathering is incorporated into the dispute flow: