We’re committed to making disputes as simple as possible. If you notice fraudulent or delinquent activity on your card, you can report the transaction directly through your Divvy dashboard or mobile app. Follow the steps below to report a dispute. We’ll go over the instructions for web first and then mobile.

Note: Transactions approved through 3-D Secure cannot be disputed for fraud.

From your web browser

1. From the transactions page, select the transaction you’d like to dispute.

2. From the transaction details window, select the ellipses in the corner and click on ‘Dispute transaction’.

3. Choose which dispute type you’re reporting. Click on ‘Need help deciding’ if you’re not sure to learn more.

Note: The Fraud dispute type is not available for any transactions approved through 3-D Secure.

4. This will lead you to a form with a few additional questions about the dispute. You must fill out this form in order to complete the dispute process. The more detailed you are, the better.

5. If you're disputing a fraudulent transaction, it's required that the card is terminated. If it is a virtual card that has experienced fraud, please delete the card and create a new one. If it is a physical card experiencing fraud, please order a new one.

An investigation will then take place regarding your submitted dispute. Please expect up to 90 days for your dispute to be reviewed. A fraud specialist will contact you once a resolution has been made.

From your mobile app

1. Open Transactions and select the transaction you’d like to dispute.

2. Tap the Options icon [1]. Then tap the Dispute button [2].

3. Choose which dispute type you’re reporting. Click the Need help deciding? link if you’re not sure and want to learn more.

4. This will lead you to a form with a few additional questions about the dispute. You must fill out this form in order to complete the dispute process. The more detailed you are, the better.

5. Once you have completed this process, be sure to freeze your card to prevent additional fraud. For help freezing your card, click here.

An investigation will then take place regarding your submitted dispute. Please expect up to 90 days for your dispute to be reviewed. A fraud specialist will contact you once a resolution has been made.

If you have any additional questions you can reach out to us through our customer success chat.

Checking the status or cancelling a dispute

To check the status or your dispute or cancel it, please email us.

Disputed Transaction in Divvy

After a transaction has been disputed, that transaction will appear with the new tag “Disputed” under the status section of the Transactions page. This identifies that this is a transaction that you have processed a dispute for.

When a dispute is processed, there is typically back and forth communication between Divvy and the merchant to sort out the disputed transaction. This communication will often result in either a single credit back to your account, or a series of credits and debits between Divvy and the merchant as the claim is processed.

Each subsequent credit or debit that is related to the original disputed transaction will appear with the “Dispute Update” tag as seen in the image below.

01 – Transactions with Dipsutes Tag Drawer.png
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