If you are facing an issue with a purchase, we highly recommend that you reach out to the merchant first before opening a dispute.
Most of the time, this will provide a faster resolution than starting the dispute process. However, if the merchant is uncooperative or non-responsive, we are more than happy to assist with the recovery of your funds for any purchase made using a Privacy Card.
When opening a dispute, we require a detailed description of your issue with the purchase. This helps us get a good understanding of how we can best assist you and protect your account, as well as build a stronger chargeback case against the merchant on your behalf.
A valid dispute is likely to fall under one of the following categories:
Unauthorized/Fraudulent Transaction
Any transaction on your account that you did not approve of, did not authorize, or do not recognize.
Credit Not Processed
The merchant has not credited funds back to your account after agreeing to a refund.
Merchandise/Services Not Received
Applies to any transaction in which you have not received the goods or services that you purchased.
Not As Described or Defective Merchandise
The goods or services received were damaged, faulty, or not what was advertised at the time of purchase.
Canceled Recurring Transaction
Applies to any transaction repeatedly debited from or charged to your account after you’ve requested cancellation. This dispute category typically applies to monthly subscription-related purchases.
Duplicate Processing/Paid By Other Means
Any transaction that was processed more than once on your account or paid via another mode of payment.
Canceled Merchandise or Services
Any purchase you made that you canceled but have not been credited for by the merchant applies here.
Misrepresentation
The item or service purchased was misrepresented or falsely advertised by the merchant.