How Can I Dispute a Transaction, Unauthorized Charges, or a Stolen Card on Spendesk?
Disputing a transaction, whether it's unauthorized, fraudulent, or related to a stolen card, requires following a structured process and providing the necessary evidence. Below, you’ll find a step-by-step guide, along with details on required documents and communication with merchants.
Step-by-Step Guide to Disputing Transactions
If you suspect a suspicious or unauthorized transaction on your Spendesk card, follow these steps:
Block the Card: - For physical cards, go to the Cards tab in Spendesk and click "Block card." - For virtual cards (multi-use or subscription cards), use the card details panel to either "Block card" or "Pause" the card.
Contact us at support@spendesk.com to launch an initial invetsigation.
Complete the Dispute Form: - Fill out the Spendesk dispute form with the required details, including: - Cardholder's email - Transaction date - Transaction amount - Name of the supplier
Contact the Merchant: - Attempt to reach out to the merchant to resolve the issue. - Provide proof of communication, such as emails or screenshots, as part of the dispute form.
Await Updates: - Once the dispute form is submitted, Spendesk will forward it to their banking partner for investigation. - Spendesk will provide updates throughout the process, though resolution times vary depending on the complexity of the case.
Providing the Required Documentation
Depending on the nature of your dispute, you'll need to submit relevant supporting documentation:
For Unauthorized Charges or Stolen Cards:
If the card was stolen, include a police report in your dispute submission.
In cases of a commercial dispute (e.g., disputes with a supplier), include copies of all relevant correspondence with the supplier.
For Goods/Services Not Provided:
If the transaction was made willingly (e.g., entering card details manually) and the goods or services were fake or not delivered, select the dispute reason "Goods/Services Not Provided."
Provide the following information: A description of what was not received or was unusable; the expected date and location of receipt/use; Evidence of attempts to resolve the issue with the merchant (e.g., emails or phone recordings).
Importance of Contacting the Merchant
Spendesk considers contacting the merchant a critical step before filing a dispute. This step ensures that the merchant receives an opportunity to resolve the transaction issue and aids in the escalation process if necessary. Always include proof of your communication attempts as part of the dispute documentation.
Resolution Process
Once Spendesk receives your completed dispute form and supporting documentation, we will:
Forward the dispute to their banking partner for investigation.
Keep you updated on the status of the investigation.
The resolution time depends on the complexity of the dispute and the investigation findings.
By following these steps and providing the required documents, Spendesk can assist in resolving your transaction disputes effectively. For further queries or issues, contact Spendesk support for assistance.