How can I open a dispute for a transaction?
To dispute a transaction, visit your Privacy Account using a web or mobile browser and select the transaction you would like to dispute. Please note a dispute cannot be opened through our mobile app.
At the bottom of the pop-up window, click Open Dispute
Step 1: Why are you disputing this transaction?
If the first two scenarios don't apply to you, choose Unknown
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
The more information we have, the quicker we can get the dispute resolved!
Once you've filed a dispute, someone from our Disputes Team will reach out to you in the coming days.
Why don't I see the option to "Open Dispute" on my transaction?
You will not see the option to dispute a transaction if it appears as Pending. Transactions made with a Privacy Card can only be disputed when they appear as Settling or Settled on your Privacy Account.
If the purchase is still pending, that means the merchant has yet to complete it. Please reach out to the merchant to cancel the transaction.
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.
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 info 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.
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 an overview of our fraud protections here.