If you encounter unrecognized, unauthorized, or fraudulent charges on your Expensify Visa® Commercial Card, you can dispute them. This guide also addresses disputes related to service issues, including damaged merchandise or incorrect transaction amounts.

Types of Disputable Transactions

Fraudulent or Unauthorized Charges

• Charges made after your card was lost or stolen.
• Unauthorized charges while your card is in your possession.
• Continued charges for a canceled subscription.

Service Disputes

• Damaged or defective merchandise.
• Non-received merchandise.
• Duplicate charges for the same transaction.
• Transactions with incorrect amounts.
• Refunds that were not received after a return.

Steps to Report Fraudulent Transaction Activity

1. Deactivate Your Card Immediately

If you suspect fraud, deactivate your card to prevent further unauthorized charges:

1. Click your profile image in the bottom-left menu.
2. Select Wallet from the left menu.
3. Choose your Expensify Card.
4. Click Report card fraud.
5. Follow the prompts to deactivate your card and request a replacement.

2. Contact Expensify

After deactivating your card, contact Expensify Concierge to report the fraudulent transaction:

• Expensify Chat: Open your Expensify Chat inbox and message Concierge
• Email: Send details to concierge@expensify.com

Provide the following information:

• Details of the fraudulent charge (e.g., date, amount, merchant name).
• Any supporting documentation.

3. Enable Two-Factor Authentication (2FA)

If you haven’t already, strengthen your account’s security by enabling 2FA.

Steps to Report a Service Dispute

Contact the merchant

Most service-related issues can be resolved directly with the merchant. This is the quickest way to address disputes.

Contact Expensify

If the issue isn’t resolved with the merchant, contact Expensify Concierge to start the dispute process:

• Expensify Chat: Open your Expensify Chat inbox and message Concierge

• Email: Send your dispute details to concierge@expensify.com

  Provide the following:

  • Details of the disputed charge (e.g., reason, steps taken)
  • Supporting documentation (e.g., receipts, cancellation confirmations)

FAQ

How am I protected from fraud?

Expensify utilizes advanced algorithms to identify unusual card activity and provides real-time notifications for every charge made on your card.

How long does the dispute process take?

The dispute process can take up to 90 days.

Can I cancel a dispute?

Yes, you can cancel a filed dispute by messaging Concierge or your Account Manager via Expensify Chat.

What is a Visa Force-Posted Transaction?

A Visa Force-Posted transaction happens when a merchant manually finalizes a charge after an initial authorization fails, expires, or is declined. This means the merchant pushed the transaction through outside the standard authorization flow.

Common reasons a Visa Force Posted transaction occurs:

• A restaurant or hotel added a tip or final amount after the card was declined
• A gas station preauthorization expired, but the merchant finalized the sale anyway
• A merchant was experiencing technical issues and bypassed authorization

Can I dispute a Force Posted transaction?
Yes, but the process depends on whether the charge is fraudulent or a service issue:

• If the charge is fraudulent or unauthorized, report it immediately by following the fraud dispute steps above
• If the charge is due to a billing error or service issue, follow the service dispute steps and provide documentation (like receipts or email confirmations) to help resolve the case

Note: Force-Posted transactions can be more complex to investigate, so it’s helpful to contact the merchant directly before starting a dispute.