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Disputes are opened through your PEX Dashboard by your account Admins. Filing electronically lets you answer the required dispute questions on screen instead of completing a paper dispute form. That removes unnecessary back-and-forth over email and gets your dispute processed more efficiently. Transaction disputes fall into two categories:
  1. Fraudulent transactions — charges on lost or stolen cards, and unauthorized charges by an unidentified third party on a card the Cardholder still holds
  2. Other disagreement — charges that are not fraudulent, such as duplicate charges or goods that never arrived

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Before you start

  • Block the card first if you’re reporting unauthorized use. Blocking helps prevent additional unauthorized transactions while you investigate. If you select Unauthorized transaction (fraud) in the Dashboard, we block the card for you automatically and issue a replacement card
  • Not an Admin? Contact your account Admin. They can block the card and open the dispute on your behalf. If Admins are unavailable or it’s after-hours, Cardholders can contact our 24/7 call center at +1 866-685-0898 to block their card
  • Wait for the transaction to post. Only settled transactions are eligible. If a transaction hasn’t settled yet, the dispute option won’t appear until it posts
  • One card per dispute. Every transaction in a single dispute must belong to the same card number. To dispute charges on more than one card, submit a separate dispute for each
  • Don’t see the option? Contact PEX support

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How to submit a dispute

1

Log in

Log in to your PEX Dashboard
2

Go to Cards

Navigate to Cards
3

Select the cardholder

Select the applicable cardholder
4

Find the transaction

Locate the transaction under Purchases
5

Select the transaction

Select the transaction
6

Start the dispute

Click Action > Dispute
For the full step-by-step process, including the dispute questions and file uploads, see Submitting disputes from the Dashboard.

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1. Fraudulent transactions

A transaction is fraudulent when someone other than the Cardholder makes the charge. This happens two ways:
  • Lost or stolen card — an unidentified third party makes charges after the card leaves the Cardholder’s possession
  • Unauthorized third-party charges — the Cardholder still has the card, but an unidentified third party charges against it
Select Unauthorized transaction (fraud) as your dispute reason. We block the card immediately to stop further fraudulent activity, then reissue a new card or close the account. When we issue a replacement card, choose your shipping method:
Note:We can’t move a fraud dispute forward until the card has been replaced or closed.

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2. Other disagreement

Use this path when you recognize the merchant but disagree with the charge — a duplicate charge, an incorrect amount, goods that never arrived, a canceled subscription you’re still being billed for or a return the merchant hasn’t refunded. Select Other disagreement or dispute as your dispute reason. You don’t need to block or replace the card. Attach whatever supports your case — receipts, proof of payment, shipping or postal confirmation or your correspondence with the merchant. You can upload up to 5 files in JPEG, PNG or PDF format.

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What happens after you submit

  • Disputes may take 30-120 days to close, because Visa sets the response window for merchants
  • You can review submitted disputes from Card details > Disputes, or under Transactions in the sidebar
  • Once the dispute closes, PEX emails you the final outcome
  • Disputes can’t be edited or canceled from the Dashboard after you submit. Contact PEX support if you need to change one

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Need help

Reach out any time — we’re happy to walk you through the process.
Last modified on August 20, 2026

Related topics

How to report fraud or dispute a transactionCard TransactionsHow to Report a Lost/Stolen CardSubmitting disputes from the DashboardHow to Attach Receipt to Transaction (Administrator)