What does it mean to file a dispute?

Float cardholders can dispute a credit card charge, whether it was posted in error, fraudulent in nature, or if the merchant didn't provide satisfactory goods or services. 

We can only file disputes for transactions within 60 days of the original transaction date.

A) Disputing a fraudulent or unauthorized transaction:
1. Before proceeding with a dispute, PAUSE your card via the Float dashboard. 2. This is a prerequisite to initiating a dispute with our card network.
3. This action is crucial to prevent any further unauthorized charges.

B) Disputing a service-related or technical dispute:
Merchant disputes and chargebacks may take up to 90 days to resolve, as the merchant is legally obligated to be provided with ample time to respond. Therefore, it is advisable to initially engage with them directly for a potential expedited resolution.
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 expected delivery date and shipping/tracking number.

How to file a dispute?

1. Lookup the card that has the fraudulent charge on it, Click on the 3 dots on the right and select “File a Dispute”
2. Fill in the form, attach the relevant documents and submit
3. The risk team will get back to you within 3 business days

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 end up in losing the dispute case.

If the card has already been cancelled, you may not be able to file a dispute within the web app. In this case, please use the link below to file your dispute!
https://disputeform.paperform.co/