How to Dispute a Transaction

What is a dispute?

Is a chargeback the same thing as a dispute?

How can I dispute a transaction on my card?

What information is required to submit a dispute?

What can I expect once I’ve submitted my dispute?

How long does a dispute typically take?

Does Hatch offer provisional credit?

What is a dispute?

A dispute is when a cardholder questions a transaction that they see associated with their card account. It’s possible that this transaction is due to the card being lost or stolen. It’s also possible that the disputed transaction has something to do with a refund or an overcharge.

If your card was lost or stolen, please make sure to report it to us by calling 888-516-2369 so we can deactivate the lost or stolen card, and ship you a new one.

Is a chargeback the same thing as a dispute?

"Chargeback" is another another term for a dispute. 

How can I dispute a transaction on my card?

Please contact the merchant first to attempt to resolve the transaction as a refund before filing a dispute.

If you are unable to resolve the issue with the merchant, you can dispute a transaction by selecting the transaction in your Hatch Dashboard and clicking “Dispute Transaction”. You can also dispute a transaction by emailing us at help@hatchcard.com.

What information is required to submit a dispute?

Basic information about the transaction is required, in addition to a description of the reason for the dispute. Any additional information you can provide to us, like a receipt or an email exchange between you and the merchant, will help the dispute process move along more smoothly.

What can I expect once I’ve submitted my dispute?

Hatch will review the information that you have provided for your dispute, determine if we need more information, and submit it to the card-issuing bank on your behalf. If we require additional information, we will communicate with you directly via the email associated with your Hatch account. 

How long does a dispute typically take?

We offer provisional credit on disputes only If we take more than 10 business days (20 business days for new Accounts) to finish our investigation of an unauthorized or incorrect electronic funds transfer. In these cases, we will credit your account for the amount you think is in error so that you will have use of the money during the time it takes us to complete our investigation.

Resolving a dispute can take up to 90 days. The more information you can provide up front, the quicker the process will likely be. 

Does Hatch offer provisional credit?

We do not provide provisional credit at the time of a dispute.

Was this article helpful?
2 out of 2 found this helpful

Comments

0 comments

Article is closed for comments.