Disputes & chargebacks

When and how to dispute a card charge, what evidence you'll need, network timelines, and what to expect at each stage.

Dispute vs. refund: start with the merchant

A refund comes from the merchant directly and usually resolves in days. A dispute (chargeback) goes through the card network's formal process and takes weeks. For anything that isn't fraud — wrong item, cancelled service, billing mistake — contact the merchant first. Card networks expect you to have attempted this, and a dispute can be rejected if you haven't.

Exception: if the charge is unauthorized (you didn't make it), don't contact the merchant. Lock the card immediately in the app, then file the dispute.

Eligible dispute reasons

Unauthorized transaction — you didn't make or approve the charge.
Goods or services not delivered — you paid, the merchant didn't deliver, and they won't refund.
Wrong amount charged — the charge differs from what you agreed to.
Duplicate charge — the same purchase was charged more than once.

Buyer's remorse, quality complaints you haven't raised with the merchant, or charges you authorized but forgot about generally don't qualify.

How disputes work at Echlon

Echlon cards are issued through a licensed card partner. When you file a dispute, Echlon submits it to the card partner, which processes it through the card network (Visa) under the network's rules. This means parts of the timeline are set by the network and the partner — not by Echlon.

How to file a dispute

If the charge is unauthorized, lock the card immediately and request a replacement from the dashboard.
Locate the transaction in the Echlon app and note its details — merchant name, transaction date, amount, and transaction ID.
Email your dispute request to [email protected] with the subject line “Card Dispute Request”, including everything in the checklist below.
Attach any supporting documentation relevant to your claim, such as receipts, invoices, order confirmations, cancellation confirmations, email correspondence with the merchant, or evidence that the charge was unauthorized.
Submit the email and retain a copy for your records. Our team will review the dispute, contact you if additional information is required, and provide updates throughout the investigation process.

What to include in your “Card Dispute Request” email

Your company name
The last four digits of the card
Merchant name
Transaction date
Transaction amount
Transaction ID
Reason for the dispute
A brief description of what happened

Evidence that strengthens your case

Receipts, invoices, or order confirmations
Your communication with the merchant (emails, chat) showing you tried to resolve it
Proof of cancellation or return, with dates
For non-delivery: expected delivery date and any tracking information

Clear, dated evidence is the biggest factor in winning a dispute.

Timelines

Filing window: Filing windows are set by Visa's rules - file as soon as you identify the problem.
Resolution: network dispute cycles commonly run from several weeks up to a few months, especially if the merchant contests.

Possible outcomes

Won: the disputed amount is returned to your card balance.
Merchant refunds directly during the dispute: the case closes; you keep the refund (not both).
Lost: the network sided with the merchant's evidence. You'll be told the reason, and in some cases can respond with additional evidence.

Common questions

Can I cancel a dispute if the merchant refunds me?

Yes — tell us as soon as the refund lands so the case can be withdrawn. Keeping both a refund and a chargeback credit isn't allowed and the duplicate will be reversed.

Does disputing freeze my whole account?

No. A dispute concerns one transaction. For unauthorized charges, only the affected card needs to be locked and replaced.

Why is this slower than my bank at home?

Dispute timelines are set by the card networks and apply to every issuer worldwide. The deadlines exist to give both sides time to present evidence.

Troubleshooting

You can't find the transaction: check whether it's still a pending authorization — pending charges usually can't be disputed until they settle. See Refunds and pending card authorizations.
The merchant name looks unfamiliar: merchants often bill under a parent-company name. Search the name online before filing a fraud dispute.

Still need help?

If this article didn't resolve your issue, see our support channels, message us on WhatsApp at +1 (787) 468-5842, or open a support ticket — we typically respond within 24 hours.