Disputing a Transaction

Disputing a Transaction


How do I dispute a transaction?

Seeing unrecognized or unwanted charges on your account can be stressful, but we are here to help. If you see any sort of transaction error on your account (whether it’s a charge you don’t recognize or a merchant who overcharged you, etc.) let us know as soon as you can, especially if you don't recognize the charge. We’ve made it easy by allowing you to dispute debit card transactions right there in the app. If you have an issue with a transaction using your account and routing number (aka an ACH transaction) reach out to us directly and we can help you with that.

If you see a transaction on your account that you need to dispute:

info iconWhat to do if the transaction is still pending
  • We'll need to wait for the transaction to settle before we can dispute it (it may fall off or the amount may change before it settles). However there are some steps we can take in the meantime.
  • If the transaction is unrecognized:
    • Contact us right away. We'll take immediate action to prevent any further charges from occurring.
  • If you recognize the merchant:
    • Reach out to them and touch base about the transaction. You may be able to resolve the issue before the transaction settles and the funds are sent to the merchant. It's a good idea to keep a record of your contact with the merchant. If the charge settles we can use your records as evidence to support your dispute claim.

  1. From your activity page, select the transaction in question. (Btw, if you need to add additional transactions to the dispute, you’ll be able to do that at the end.)
  2. You’ll see the details of the transaction.
  3. Select Report an issue with this transaction. If the transaction requires you to contact us directly you will see a message asking you to contact support.
  4. Select a reason for the dispute. It’s important to note that if you select I don’t recognize this transaction we’ll block your card to prevent any further unauthorized charges from hitting your account. Once your dispute is complete, reach out to us and we’ll help you replace your card.
  5. Fill in the necessary details about your dispute. The questions we ask will vary based on dispute reason. The more thorough your answers, the faster our investigations can progress.
  6. Tap Create Dispute.
  7. You’ll be taken to a Dispute Detail page where you can add additional transactions if necessary. Note: Only transactions that have the same dispute reason should be added to the existing dispute. Otherwise a separate dispute should be created.
  1. Tap on the transaction you’re concerned about. You’ll be taken to a new screen where you can view the details of the transaction. (Btw, if you need to add additional transactions to the dispute, you’ll be able to at the end.)
  2. Tap the chat bubble in the upper right-hand corner, and then tap Report an Issue with this transaction. If the transaction requires you to contact us directly you will see a message asking you to contact support.
  3. Select a reason for the dispute. It’s important to note that if you select I don’t recognize this transaction we’ll block your card to prevent any further unauthorized charges from hitting your account. Once your dispute is complete, reach out to us and we’ll help you replace your card.
  4. Fill in the necessary details about your dispute. The questions we ask will vary based on dispute reason. The more thorough your answers, the faster our disputes team’s investigation can progress.
  5. Tap Create Dispute.
  6. Tap Okay to see the Dispute Detail page and add additional transactions if necessary. Note: Only transactions that have the same dispute reason should be added to the existing dispute. Otherwise a separate dispute should be created.
  1. Tap on the transaction you are concerned about in your activity. You’ll be taken to a new screen where you can view the details of the transaction. (Btw, if you need to add additional transactions to the dispute, you’ll be able to at the end.)
  2. Tap the chat bubble in the upper right hand corner, and then tap Report an Issue with this transaction. If the transaction requires you to contact us directly you will see a message asking you to contact support.
  3. Select a reason for the dispute. If you select I don’t recognize this transaction we’ll block your card to prevent any further unauthorized charges from hitting your account. Once your dispute is complete, reach out to us and we’ll help you replace your card.
  4. Fill in the necessary details about your dispute. The questions we ask will vary based on dispute reason. The more thorough your answers, the faster our disputes team’s investigation can progress.
  5. Tap Create Dispute.
  6. Tap Okay to see the Dispute Detail page and add additional transactions if necessary. Note: Only transactions that have the same dispute reason should be added to the existing dispute. Otherwise a separate dispute should be created.

How to help the dispute process go quickly and smoothly

  • If you recognize the merchant and you’ve made purchases with them in the past or given them your billing information, it’s a good idea to see if they can correct the error on their end.
    • Resolving issues with the merchant is usually faster than going through the full dispute process. 
    • When you reach out to them, keep a record of your contact. If you are unable to resolve the issue it may prove useful in supporting your dispute claim. In some cases, we may ask you to send us documents or records of the charge in order to bolster your case. 
  • If you can’t get help from the merchant directly, reach out to us and provide as many details as you can about why you’re disputing the charge. 
    • We’ll use these details to determine the best course of action and provide you with a possible timeline for your dispute. 
    • All the questions we ask are required for us to be able to complete your claim on your behalf. Complete and detailed answers allow us to hit the ground running without having to reach back out to you for additional information before we can move your dispute forward.

If you’d like to get a head start on your dispute, please send any documentation supporting your claim— such as chat logs, emails, letters, invoices, receipts, contracts, or any other documents you think would be helpful in the dispute investigation—to disputedocs@simple.com with your full name in the subject line.


FAQs

How does the dispute process work? How long will it take?

There are multiple types of disputes and they each could take a different amount of time, since there are many steps and a specific (often regulated) timeline for each. 

In rare cases, the disputes timeline may change midstream depending on what information is learned throughout the dispute investigation. (This is why providing as much information as possible upfront can be really helpful!)

In any case, we’ll work hard to keep your dispute moving as smoothly as possible and update you whenever there’s news! Here’s a quick overview of what generally happens:

  • As soon as you report an error, our team starts compiling the information for your case.
    • We automatically prioritize cases of fraud or possible fraud, so if you’ve reported an unauthorized charge, please know we’ll be in touch as soon as we can!
    • We may be able to resolve your dispute at this point (without going through the additional steps below); this depends on the individual circumstances of the dispute. Rest assured, we’ll let you know if this is possible!
  • We review your case and determine if we can offer a provisional credit for the disputed transaction(s).
    • A provisional credit is a temporary credit that is applied to your account. It’s essentially a credit we apply in good faith, assuming we’ll be able to resolve the dispute in your favor. If we are unable to resolve the dispute in your favor, the provisional credit is reversed. 
  • Depending on the type of dispute, we may ask you for documents or additional details to support your case.
  • Once we’ve gathered these details, we submit your dispute to relevant parties (like Visa).
  • The merchant is given a specific deadline (based on the dispute type) and has an opportunity to respond to your dispute. We’ll wait to see if they do.
  • If the dispute is resolved in your favor, you’ll receive a permanent credit to refund you for the transaction. The transaction will be titled something like this “Credit for [Merchant/Transaction name]” If we already issued a provisional credit, that credit will be made permanent.
  • If the dispute isn’t resolved in your favor, there are a couple of things to note:
    • You still have the option of trying to reach a resolution directly with the merchant.
    • Any applied provisional credits will be reversed. 
    • If you are disputing an unauthorized charge or billing error, you have the right to ask for a copy of the documents we used to investigate and resolve a dispute—and if you do, we’ll work to get them over to you. Just let us know.
    • If you disagree with the outcome of your dispute, send us a message along with any new information, documentation or evidence you're able to provide-we may be able to attempt your dispute again. 

Can I cancel a dispute?

If you’d like to cancel a dispute that you’ve filed (for example, if you’ve recognized the charge or you’ve been able to resolve the issue directly with the merchant), please send us a support messagesend us a support messagesend us a support messageso we can see what your options are.

If you need to cancel a dispute involving a transaction made using your account and routing number (ACH), please note there is a limited timeframe to do so. These types of disputes cannot be canceled once they are fully processed, and may require you to reach out to the merchant for further resolution.


What kinds of disputes are there?
There are two main types of disputes.
Unauthorized charges or billing errors.
For example:
  • There is a charge on your account that you didn’t make or authorize.
  • A charge settled for more or less than the correct amount.
  • You were charged more than once for a single transaction.
  • You were charged for a subscription after canceling.
  • There’s an error on your Simple statement.

Service or quality disputes
For example:
  • You made a return but didn’t receive a refund.
  • You were charged for merchandise but never received it.
  • You received merchandise that was damaged or defective.
  • You made a purchase with other means (like cash or another card) but were also charged through Simple.
  • The merchant promised to refund or cancel a charge, but didn’t do so.

The resolution timeframe can vary depending on the nature of your dispute. We will resolve unauthorized charges as quickly as possible, typically within a couple of weeks. We may not have as clear of a timeline on service disputes but we will work as hard as possible to respond to your dispute as quickly as possible. With this said, don’t worry too much about figuring out which category your dispute falls under - it can be a bit complicated and sometimes the nature of the dispute can change - just gives us as much information as you can upfront, and we’ll do the rest.


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