We strongly recommend that you do not open a dispute through your bank for a transaction made using a Privacy Card.
As the middle entity between you and the merchant, Privacy will be flagged as the fraudulent party in the transaction, and your bank will pull the funds from us to refund you rather than from the actual merchant.
What happens to my Privacy Account if I open up a dispute with my bank?
Unfortunately, disputing a Privacy transaction through your bank will freeze your Privacy Account. Our team will reach out to you via email to let you know that this has happened. As the funds will have been incorrectly pulled from Privacy instead of the merchant, the transaction will be considered "unsettled."
There are two routes to take if this occurs:
1. To reactivate your Privacy Account, we can retry the unsettled transaction. Please note that your bank account will be debited for this purchase once this retry is initiated.
Once the transaction settles on our end, your account will be reactivated, and you can open a dispute directly through your Privacy Dashboard using a web or mobile browser. This will allow us to file a chargeback against the merchant directly and help you recoup your funds. You will have full access to your account as we resolve your dispute.
2. You can open a dispute to allow us to file a chargeback against the merchant directly without retrying the transaction. While we do not have to re-attempt the debit for the transaction immediately, please note that your Privacy Account will remain paused for the duration of the chargeback process until the claim is resolved.
Please take a look at our Help Center article here for a step-by-step guide on how to open a dispute.