Submitting disputes from the Dashboard

Documentation Index

Fetch the complete documentation index at: https://support.pexcard.com/llms.txt

Use this file to discover all available pages before exploring further.

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1. Log in to the Dashboard via https://dashboard.pexcard.com
2. Click ‘Cards’ from the sidebar menu
3. Select the needed card and click on it
4. Select the ‘Purchases’ tab on the Card details page
5. Select one or more transactions using the checkboxes on the left side of the transaction grid
   • Only settled (non-pending) transactions are eligible for dispute
   • All selected transactions must belong to the same card number
   • Transactions that have already been disputed cannot be disputed again
6. Click the ‘Actions’ dropdown button above the transaction grid.
7. Click ‘Dispute’ from the dropdown menu.
8. On the ‘Dispute reason’ modal window, check the number of eligible transactions (calculated by the system)
   • Hover over the info icon next to the eligible count to see the full eligibility criteria.
9. Select one of the two dispute reason options:
   • Unauthorized transaction (fraud): Select this if neither you nor anyone authorized to use your card conducted or benefited from the described transactions
     Important: Selecting this option will immediately block the card to prevent any further fraudulent actions
   • Other disagreement or dispute: Select this if you are aware of the merchant and/or transaction but disagree with it (e.g., incorrect amount, goods not delivered, canceled subscription still being charged)
10. Click ‘Confirm’ to proceed to the dispute form.

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1. Card possession: Indicate whether you had the card in your possession at the time of the transaction(s) by selecting ‘Yes’ or ‘No’.
2. Dispute description: Describe in detail why you are disputing the charges.
3. Additional questions based on the dispute reason:
   • If you selected ‘Unauthorized transaction (fraud)’:
     • Select the status of your card from the ‘My card was’ dropdown:
       • Lost on - Provide the date your card was lost and the location where it was lost.
       • Stolen on - Provide the date your card was stolen and the location where it was stolen.
       • Used by - Provide the date and the name of the person who used your card.
       • Card was in my possession at the time of unauthorized use - No additional details required.
       • Other - Provide a written description of the circumstances.
   • If you selected ‘Other disagreement or dispute’:
     • Select a reason from the dropdown:
       • The merchant charged me an incorrect amount - Enter the correct amount.
       • The merchant charged me [X] times instead of the expected [Y] time(s) - Enter the number of times you were charged and the expected number.
       • The goods or services were not delivered at all - No additional details required.
       • The goods or services were not delivered on time or in expected manner or quality - No additional details required.
       • I canceled a subscription on [date] but the merchant continues to charge me - Enter the cancellation date.
       • I paid for my goods or services via other means. I attached the proof of payment - No additional details required (attach proof in the upload section).
       • I returned my goods on [date] but the merchant has not refunded me in 30+ days - Enter the date the goods were returned.
       • Other reason - Provide a written description.
4. Check the box labeled ‘I have a document to upload (receipt, police report)’ if you have any documents to upload (optional)
   • Click ‘Upload’ or drag and drop files into the upload area
   • Accepted file formats: JPEG, PNG, and PDF
     • You may upload up to 5 files per dispute
     • Uploaded files will appear in a list showing the file name and size. You can remove individual files by clicking the remove button next to each file
     • If you uncheck the upload checkbox, all previously uploaded files will be removed
5. Click ‘Submit’ to submit the dispute for review
   • After successful submission, you will see a confirmation message and be redirected to the ‘Disputed transactions’ tab

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FAQ

1. How to make the ‘Disputes’ feature enabled in the Dashboard?
   Contact PEX support to request enabling the feature.
2. Who can submit disputes? Depending on your business settings that are managed by PEX, disputes can be submitted by administrators only, or by both administrators and cardholders. Contact your account administrator to check your business’s dispute access settings.
3. Which transactions can I dispute? Only settled transactions that have not been previously disputed and belong to the same card number can be disputed together. Pending transactions are not eligible for dispute.
4. What happens if I select ‘Unauthorized transaction (fraud)’? Your card will be immediately blocked to prevent further unauthorized use. A new card will be reissued or the account will be closed.
5. Can I dispute transactions from multiple cards at once? No. All transactions in a single dispute must belong to the same card. To dispute transactions from different cards, submit separate disputes.
6. What file types can I upload as supporting documents? You can upload JPEG images, PNG images, and PDF documents. Up to 5 files can be attached per dispute.
7. Where can I find the ‘Disputed transactions’ tab? Administrators can find it under ‘Transactions’ in the sidebar menu. The ‘Disputes’ tab is only visible if the dispute feature is enabled for your business.
8. Can I edit or cancel a dispute after submitting? Once a dispute has been submitted, it cannot be edited from the Dashboard. Contact PEX support if you need to modify or cancel a submitted dispute.
9. What should I do if I get an error while submitting? Ensure all required fields are filled in correctly and try again. If the problem persists, contact PEX support.