Float understands that disputes can arise in the world of financial transactions, and we're here to assist you every step of the way. This article explains how the process works, what to expect, and what happens once a decision is made.
Managing Disputes with Float
When you dispute a transaction, Float submits it to our card network, Visa or Mastercard. From there:
- The card network manages the investigation
- Float does not contact the merchant directly
The Arbitration Process
If the dispute moves into arbitration, the card network takes full control of the case.
- Arbitration is a formal review process designed to ensure fairness and objectivity in resolving disputes
It cannot be cancelled or withdrawn once started
The decision is made entirely by the card network, not Float or the merchant
Withdrawing/Cancelling a Dispute
You can request to cancel a dispute, but it may not always be possible, depending on the stage in the dispute process.
If the dispute has not yet entered arbitration, we may be able to withdraw it. Once arbitration begins, it can’t be cancelled.
If you submitted a dispute in error, please contact support@floatfinancial.com. We’ll check if the dispute can still be cancelled and advise on next steps if it’s already too far along in the process.
Final Decision
The final decision in a dispute is ultimately made by the card network (Visa or MasterCard).
Once the card network makes a decision, we'll email you the result and resolution details.
If the dispute is resolved in your favour, the funds will be added back to your business account, not the individual card
An Administrator can then reallocate the funds back to the individual card if needed
Float is committed to making the dispute process as smooth and transparent as possible.
If you have questions or need help at any stage, reach out to us at support@floatfinancial.com. We're here to help.