If you no longer see your dispute open on your Privacy Dashboard, either the merchant has already refunded you for the purchase, or your dispute couldn’t be processed on our end.
How will I know that a merchant refunded me for my purchase?
If you already reached out to the merchant to request a refund for a transaction made using a Privacy Card, the refund will appear under the transaction activity history on your Privacy Dashboard.
The refund will appear as follows:
Why couldn’t my dispute be processed?
There are several reasons why a dispute cannot be processed.
1. Transaction date is past the chargeback filing window
If the date the transaction was completed is past the window allowed for filing chargebacks, our card networks (Visa or Mastercard) will not process the dispute.
For more information on how long you have to file a dispute, please see our Help Center article here.
2. Merchant terms and conditions
All transactions are subject to a merchant's terms and conditions regarding refunds and cancelations. Please make sure to read the merchant’s returns, refunds, and cancelation policies before making your purchase to ensure that you’re eligible to dispute the transaction if needed.
For example, if you cancel a recurring monthly subscription after the subscription fee was already charged for the month, we would not be able to file a chargeback against the merchant.
4. No response to dispute evidence request
If your initial dispute submission is missing important evidence needed to file a chargeback against the merchant, a member of our Disputes Team will email you directly to request it. If we don’t hear from you after our outreaches, your dispute will be closed.
If you’d like to reopen your dispute at any time, reach out to us at support@privacy.com, and someone from our Disputes Team will be more than happy to assist as long as your claim is still within the window for filing a chargeback.
5. Missing shipment claim
A merchant is no longer liable once a purchase is successfully delivered to the shipping address provided by the cardholder when placing their order.
If this occurs, we suggest filing a missing shipment claim with the shipping courier. If the courier, through their investigation, finds that there was an error during shipment, we can use their confirmation to file a chargeback against the merchant.