Dispute Resolution Process at Float

At Float, we understand that disputes can sometimes arise in the world of financial transactions, and we're here to assist you every step of the way. In this article, we'll provide you with valuable insights into how our dispute resolution process works and offer guidance on what to do if you wish to withdraw a dispute.

Managing Disputes with Float 📝

At Float, we take the responsibility of managing the entire dispute resolution process on your behalf. When you dispute a transaction, we forward it to our card network, Visa or MasterCard. It's essential to know that we do not engage directly with the merchant during this process. Instead, we rely on the network to conduct a thorough investigation and provide a resolution.

The Arbitration Process 🤝

Once the network's investigation begins, the arbitration process is initiated and it cannot be cancelled. This process is designed to ensure fairness and objectivity in resolving the dispute. The network's involvement adds an extra layer of expertise and neutrality to the process, helping to reach a fair resolution.

Final Decision by Visa ⚓️

The final decision in a dispute is ultimately made by the network (Visa or MasterCard). They carefully review all the information provided and decide based on their findings. Visa's impartiality ensures that a fair and objective resolution is reached in the dispute.

Withdrawing a Dispute 📨

If you wish to withdraw a dispute, it's crucial to understand that the process is irreversible once it has been sent to the network for arbitration. Any cards involved in a fraudulent dispute will also be automatically suspended, regardless of whether you recognize the transaction later on or not.
Despite a cancellation not being feasible once arbitration begins, we recommend reaching out to the merchant directly if you mistakenly filed the dispute. You can explain any accidental filings and request that they disregard the dispute or maintain their services.
It's important to remember that once the dispute resolution process is underway, it is ideal for the merchant to hear this request directly from you, the claimant, rather than through Float, as our dispute process does not involve communicating with the merchant.

Notification of Resolution 📧

Once a determination has been made on the disputed transaction, our team will reach out to you via email to provide you with the resolution details. If this dispute is resolved in your favour, the funds will be credited to your business rather than the individual's card. Your primary admin will be able to confirm and allocate the funds back to your card.

We understand that you may have questions or need further clarification at this stage, and we encourage you to reach out to us at disputes@floatcard.com if you do.

Float is committed to providing you with a seamless and efficient dispute-resolution process. Our team is here to assist you every step of the way, and if you have any questions or concerns, please don't hesitate to contact us at disputes@flotacard.com!