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.
Privacy disputes should be filed after you’ve attempted to contact the merchant. 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.
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.
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.
A note about dispute/return fraud:
Using Privacy Cards to steal from merchants is criminal activity that could result in legal action. Not to mention, it's completely lame.
If Privacy or a merchant finds that you have been using Privacy Cards to fraudulently claim refunds, abuse our dispute process, or provide false information as part of a chargeback case, your Privacy Account will be permanently suspended. Any new or existing accounts matching your information will also be closed.