š” Disputing a card charge is a last resort. It can take a long time and there's no guarantee it will succeed, so always try to resolve the issue with the merchant first.
Contact the merchant first
Most problems are fastest to fix directly with the merchant: ask for a refund, a replacement, or to cancel the charge. HCB requires you to reach out to the merchant before filing a dispute, and it's usually quicker than the dispute process anyway.
Gather your proof
If the merchant doesn't resolve it, the card network requires evidence before it will consider a dispute. Before you file, have ready:
Proof that you contacted the merchant (such as emails or messages).
Proof that you didn't receive the product or service you paid for.
How to start a dispute
On your organization's dashboard, open the transaction you want to dispute.
Open its menu and choose Dispute this transaction.
Follow the prompts and provide your evidence. HCB's Operations team will then work with you to file the dispute.
Time limit
You can dispute a card transaction within 90 days of the charge, so don't wait too long to report a problem.
Lost or stolen card?
If your card was lost or stolen, freeze or burn it first, then dispute any charges you didn't make. See what to do if your card is lost, stolen, or expires.