Overview

When using your Expensify Card, you may come across transaction errors, which can include things like:

• Unrecognized, unauthorized, or fraudulent charges.
• Transactions of an incorrect amount.
• Duplicate charges for a single transaction.
• Missing a promised merchant refund.

You’ll find all the relevant information on handling these below.

How to Navigate the Dispute Process

Disputing a Transaction

If you spot an Expensify Card transaction error, please contact us immediately at concierge@expensify.com. After that, we’ll ask a few questions to better understand the situation. If the transaction has already settled in your account (no longer pending), we can file a dispute with our card processor on your behalf.

If you suspect fraud on your Expensify Card, don’t hesitate to cancel it by heading to Settings > Account > Credit Card Import > Request A New Card. Better safe than sorry!

Lastly, if you haven’t enabled Two-Factor Authentication (2FA) yet, please do so ASAP to add an additional layer of security to your account.

Types of Disputes

There are two main dispute types:

1. Unauthorized charges/fraud disputes, which include:
   • Charges made with your card after it was lost or stolen.
   • Unauthorized charges while your card is still in your possession (indicating compromised card information).
   • Continued charges for a canceled recurring subscription.
2. Service disputes, which include:
   • Received damaged or defective merchandise.
   • Charged for merchandise but never received it.
   • Double-charged for a purchase made with another method (e.g., cash).
   • Made a return but didn’t receive a timely refund.
   • Multiple charges for a single transaction.
   • Charges settled for an incorrect amount.

You don’t need to categorize your dispute; we’ll handle that. However, this may help you assess if a situation warrants a dispute. In most cases, the initial step for resolving a dispute should be contacting the merchant, as they can often address the issue promptly.

Simplifying the Dispute Process

To ensure the dispute process goes smoothly, please:

• Provide detailed information about the disputed charge, including why you’re disputing it, what occurred, and any steps you’ve taken to address the issue.
• If you recognize the merchant but not the charge, and you’ve transacted with them before, contact the merchant directly, as it may be a non-fraudulent error.
• Include supporting documentation like receipts or cancellation confirmations when submitting your dispute to enhance the likelihood of a favorable resolution.

FAQ

How am I protected from fraud using the Expensify Card?

Real-time push notifications alert you of every card charge upfront, helping identify potential issues immediately. Expensify also leverages sophisticated algorithms to detect and/or block unusual card activity.

Expensify cardholders can dispute suspicious transactions directly via Concierge, either within the Expensify app or by emailing concierge@expensify.com. Cardholders can also cancel their Expensify Card anytime within our platform.

How long does the dispute process take?

The dispute process can take a few days to a few months. It depends on the type of dispute.

Can I cancel a dispute?

Contact Concierge if you’ve filed a dispute and want to cancel it. You might do this if you recognize a previously reported unauthorized charge or if the merchant has already resolved the issue.