If you filed a dispute with Privacy by visiting your Privacy Dashboard using a web or mobile browser, our Disputes Team will review your claim promptly. After our Disputes Team reviews your claim, we will file a chargeback against the merchant on your behalf.
Your claim can take 30 to 90 days to fully resolve, depending on the type of dispute you file and the merchant’s response.
Once the investigation is completed, we will update you with a final decision.
If your claim is valid and we have offered you a provisional credit, the provisional credit will become permanent. If no provisional credit was offered, we will refund you the disputed amount to the original funding source used for the purchase.
If your claim is not valid, the provisional credit will be reversed.
What are the steps of a dispute?
Every claim will go through the following phases during the investigation portion of the dispute process.
Step 1: Dispute Open
You can open a dispute on your Privacy Account by using a web or mobile browser to select the transaction(s) you would like to dispute. You will be asked to provide a brief description of your issue with the purchase, along with any evidence you feel might support your claim.
Step 2: Dispute Received and Reviewed
Our Disputes Team will review your claim to ensure we have the information needed to file a chargeback against the merchant. If your initial dispute submission is missing evidence needed to support your claim, a dispute agent will email you directly to request it. Once all the necessary evidence is gathered, your dispute will be submitted to the card network.
Step 3: Initial Chargeback Report
To submit your dispute on the card network and recoup your funds, we will create a chargeback report to file a claim against the merchant. You should receive an automatic update once your chargeback has been successfully submitted. Please note that the merchant has between 30-45 days to respond to this initial chargeback document filed on your behalf. If the merchant does not respond within that timeframe, the chargeback will automatically be closed in your favor.
Step 4: Merchant Response
If the merchant responds to the chargeback filed against them with additional information in their defense, we will then have the opportunity to submit a rebuttal to the merchant.
The merchant then has another 30-45 days to provide a second response to our rebuttal. If the merchant does not reply, the case will automatically be closed in your favor.
Step 5: Chargeback Resolution
At this time, our card processor will decide the outcome of the dispute, either in your favor or the merchant’s favor.
Step 6: Chargeback Update
The results of the chargeback filed on your behalf will be relayed to you.
If credit is due, it will be returned to the original funding source used for the purchase. If provisional credit was issued, it will become permanent.
If your claim is denied and provisional credit was issued, it will be reversed and your account will be debited for the amount. You will be notified if this occurs.