Disputing a charge on your Float card

How to file a dispute?

As a Spender (card owner):

1. Log in to your Float account from app.floatfinancial.com
2. [optional] If you haven't already, Lock your card:
   • Go to Cards > My Cards > To the right of the card, click the three vertical dots > Select "Lock Card"
3. Go to Transactions > Card Transactions
4. Select the transaction(s) you want to dispute by checking the box next to each transaction
5. In the top-right corner, select "File a Dispute"
   • Choose the dispute type that best matches your issue
   • Add a brief description with any relevant details
6. Submit your dispute

As an Administrator:

1. Log in to your Float account from app.floatfinancial.com
2. [optional] If you haven't already, Lock the affected card:
   • Go to Cards > Use filters to locate the card > To the right of the card, click the three vertical dots > Select "Lock Card"
3. Go to Transactions > Card Transactions
4. Select the transaction(s) you want to dispute by checking the box next to each transaction
5. In the top-right corner, select "File a Dispute"
   • Choose the dispute type that best matches your issue
   • Add a brief description with any relevant details
6. Submit your dispute

Please note disputes can take up to 90 days and are not guaranteed to win in your favour. If you suspect fraud, please cancel your card. Not cancelling the card will usually result in losing the dispute case. 

What happens next?

After filing a dispute in the app, you will receive an email confirmation. This email will be your primary way to submit any required documentation.

It’s also where our Disputes team will:

• Request additional information if needed
• Provide updates on the status of your dispute
• Communicate next steps throughout the process

Please make sure to monitor this email and respond promptly. Visa and Mastercard have strict deadlines for each stage of the dispute process, and delays in responding may impact our ability to proceed with your case.

Understanding dispute types

Not all disputes are the same. Choosing the correct type helps ensure your case is handled quickly and correctly. Here’s a simple breakdown:

Fraud (Unauthorized Transactions)

This is when a charge appears on your account that you did not authorize. In other words, You did not participate in the transaction at all.

Service / Merchant Disputes

These occur when there’s an issue with the product or service you received. In other words, You authorized the transaction, but the merchant didn’t deliver as expected. 

You are required to attempt to resolve with the Merchant first before submitting a dispute.

If the merchant remains unresponsive or unwilling to cooperate, ensure to furnish the following, as applicable to your dispute:

• Complete email correspondence with the vendor, demonstrating their inability to issue a refund or locate the charges.
• Confirmation of purchase/receipt, or original contract.
• Evidence of timely cancellation request: email confirmation or screenshot of your client portal indicating cancellation on the requested date.
• Photographic evidence and description of delivered items compared to promised items, noting any defects
• Details of the expected delivery date and shipping/tracking number.

Technical Issues

These are errors in how the transaction was processed. In other words, You made the purchase, but something went wrong with the payment itself.

You are required to attempt to resolve with the Merchant first prior to submitting a dispute.

What documents do I need?

Providing the right documentation helps us investigate and resolve your dispute faster. Use the table below to understand what’s required based on your situation:

Tips for a smooth process

• Contact the merchant first when possible — many issues can be resolved faster directly
• Submit documents early to avoid delays
• Be as detailed as possible when describing the issue

Keep records of receipts, emails, and screenshots.