Disputing Expensify Card Transactions

If you notice issues with a transaction on your Expensify Visa® Commercial Card, you may need to file a dispute. Common transaction errors include:

• Unauthorized charges
• Incorrect transaction amounts
• Duplicate charges
• Missing merchant refunds

When a dispute is necessary, follow the steps below to resolve it.

How to Dispute a Transaction

If you find an error on your Expensify Card transaction, contact us right away at concierge@expensify.com. We’ll ask you a few questions to understand the situation, then start a dispute on your behalf with our card processor.

Common Types of Disputes

Here are the most common reasons for disputes:

• Unauthorized or fraudulent transactions
• Service disputes

Unauthorized or Fraudulent Transactions

These types of disputes occur when:

• Charges are made after your card is lost or stolen
• There are unauthorized charges while your card is still in your possession (indicating possible compromised card information)
• Recurring charges continue after a subscription is canceled

To protect your account from further unauthorized charges:

1. Cancel your card:
   Go to Settings > Account > Credit Card Import > Request A New Card.

2. Enable Two-Factor Authentication (2FA):
   Activate 2FA for added security under Settings > Account > Account Details > Two-Factor Authentication.

Service Disputes

These disputes involve issues with the product or service, such as:

• Damaged or defective merchandise
• Merchandise that was never received
• Double charges (e.g., you paid with another method, like cash)
• No refund after returning an item
• Multiple charges for a single transaction
• Charges made for the wrong amount

For service-related disputes, contact the merchant first. This is usually the fastest way to resolve the issue.

Tips for a Smooth Dispute Process

To ensure your dispute is resolved quickly:

• Provide detailed information about the transaction and the issue. Explain why you’re disputing the charge and any steps you’ve taken to address it.
• If you recognize the merchant but not the charge, contact the merchant first.
• Include supporting documents, like receipts or cancellation confirmations. While not required, they can help increase the chances of a successful resolution.
• Ensure the transaction isn’t pending, as pending charges cannot be disputed.

FAQ

How does Expensify protect me from fraud?

You’ll receive real-time push notifications for every card charge, allowing you to spot any issues immediately. Expensify also uses advanced algorithms to detect and block suspicious activity.

If you spot any suspicious transactions, you can dispute them by contacting Concierge via the Expensify app or by emailing concierge@expensify.com. You can also cancel your Expensify Card directly within our platform.

How long does the dispute process take?

The dispute process typically takes up to 90 days, depending on the type of dispute.

Can I cancel a dispute?

Yes. If you’ve filed a dispute and wish to cancel it, contact Concierge. This may happen if you recognize a previously unauthorized charge or if the merchant has already resolved the issue.