What happens after I file a dispute?

  1. Initial Investigation. Once you file a dispute, you will receive an email confirmation that your dispute has been filed. Our disputes team will then complete a preliminary investigation—if they need more information regarding the dispute, they will reach out via email.
  2. Submit to Visa. Once our team completes the preliminary investigation, they will either mark the dispute as a win, or submit the dispute to Visa for further investigation with the merchant.
  3. Provisional Credit. If the dispute is submitted to Visa for additional investigation, a provisional Dispute Credit will be applied to your account to cover the cost of the transaction while it is in dispute.
  4. Dispute Decision. Once the dispute process is complete, we will email you with the results of our investigation. If the dispute is accepted, the Dispute Credit will become permanent and you can spend the money normally. If the dispute is denied, a Dispute Debit will appear on your account to reverse the provisional credit.

A dispute investigation can take up to 90 days to resolve. In the meantime, we will keep you updated on your dispute via email every step of the way!



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