When can I open a dispute for a transaction?
Transactions made with a Privacy Virtual Card can be disputed when they show up as “Settling” or “Settled” on your Privacy Account. “Pending” charges have not been confirmed by the merchant, and may not be completed.
Please reach out to the merchant to cancel the transaction if the charge is still pending.
What should I do before I open a dispute?
Privacy disputes should be filed after you’ve attempted to contact the merchant for a refund. Privacy cannot issue refunds from a merchant without receiving it from them first, nor can we cancel transactions once they’ve been authorized.
If the merchant has offered a refund for a purchase, please allow 5 business days for the refund to appear in your funding source before disputing the charge.
What should I provide for a dispute?
To help us review and process your dispute quickly, please include any evidence you feel might support your claim.
Examples include your receipt/order confirmation, any tracking numbers provided by the merchant (if applicable), and all correspondence you have had with the merchant attempting a refund, even if you did not receive a response.
NOTE: This does not apply to unauthorized transactions on your Privacy Account. No evidence is required for any unauthorized dispute claims.
For more information on how we handle this type of transaction, please see our fraud protections overview.
How can I open a dispute for a transaction?
To dispute a transaction, please visit your Privacy Account page on our desktop site and select the transaction you would like to dispute.
At the bottom of the pop-up window click "Open Dispute"
Step 1: Why are you disputing this transaction?
If the first 3 scenarios don't apply to you, choose "None of the above"
Step 2: Explain the situation
Explain exactly what happened, giving as much detail as possible
Step 3: Relevant evidence
Share any receipts, order confirmations, correspondence with the merchant, etc. that may help support your claim further
Step 4: Please sign
Signed, sealed, delivered
NOTE: The more information we have, the quicker we can get the dispute resolved!
Once you've filed a dispute, someone from our dispute team will reach out to you in the coming days.
For additional information regarding Disputes, visit the “What To Do If You Find A Mistake On Your Statement" section of the Privacy.com Charge Cardholder Agreement here
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If you have additional questions, please write to us using this submission form!