Disputing a Transaction

Disputing a Transaction


How do I dispute a transaction?

Unrecognized or unwanted charges can be a frustrating situation, 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, a merchant who overcharged you, something you were charged twice for, etc.) you should let us know as soon as you can. We’ve made it easy by allowing you to report most transactions for dispute directly in the app.

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

  1. From your activity page, select the transaction that you need to dispute. (Btw, if you need to add additional transactions to the dispute, you’ll be able to do that at the end.)
  2. To the right, 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.
    1. 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 disputes teams 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 an additional 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.
    1. 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.
    1. 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 teams investigations 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 an additional dispute should be created.

Types of disputes

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.

Don’t worry too much about figuring out what category your dispute falls under—our disputes team will thoroughly investigate and guide you along!

Is there anything I can do to help the dispute process go quickly and smoothly?

Yes, there absolutely is!

  1. When you contact us to report the error, please give us as many details as you can about why you’re disputing the charge.
  2. If you recognize the merchant and you’ve made purchases with them in the past or given them your billing information, it’s definitely worth reaching out to them to see if they can correct the error. Resolving things with the merchant is usually quicker than resolving an error through the dispute process.
  3. In some cases, we may ask you to send us documents or records of the charge in order to bolster your case. If you’d like to get a head start, please send any documentation— such as emails, letters, invoices, receipts, contracts, or any other documents you think would be helpful in the dispute investigation—to disputes@simple.com with your name in the subject line.

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

The dispute process takes some time, since there are many steps and a specific (often regulated) timeline for each. There’s often not much we can do to hurry the process, but we’ll work hard to keep your case 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 support team will start compiling the information for your case.
  • We're not able to dispute pending transactions, but if they settle into your account please let us know right away!
  • Our disputes team will look into your case and follow up via support message.
    • 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’ll review your case and determine if we can offer a provisional credit for the disputed transaction(s).
  • Depending on the type of dispute, we may ask you for documents or additional details to support your case.
  • Our disputes team will submit your dispute with all the information we’ve gathered.
  • The merchant will have an opportunity to respond to your dispute, so we’ll wait and see if they do.
  • Our disputes team will work towards a final resolution, and we’ll be in touch whenever we have an update.
  • If the dispute is resolved in your favor, you’ll be refunded for the transaction. 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.
    • 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’re required to give them to you. Just let us know.
    • We may have to reverse any provisional credits we issued earlier.

Most disputes can be resolved in 90 days, but some cases take longer.

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 mistake with the merchant), please send us a support messagesend us a support messagesend us a support message.

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