Overview
At Ramp, we make it easy to monitor spend and flag any charges due to a merchant issue or fraud within the dashboard.
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Types of disputes
As a cardholder, you are able to dispute a transaction under two categories: a Merchant Issue and an Unrecognized Charge.
Merchant Issue
Cardholders can file a dispute as a Merchant Issue for the following reasons:
- You were charged for a recurring transaction you cancelled
- You were charged for a non-recurring transaction you cancelled
- You haven't received a refund you were expecting to receive
- You never received the goods or services you purchased
- The goods or services you purchased were not as described
- The goods or services you purchased were damaged or defective
Note: you will not be able to submit a dispute without showing evidence that you've attempted to resolve the dispute directly with the merchant prior to filing the dispute. Contacting the merchant directly with your claim will always be the fastest way to resolve your dispute.
You'll be required to answer a series of questions specific to the reason you selected. The more accurate and descriptive information you provide, the stronger case we can make to the network in order to win the dispute for you.
Unrecognized Charge
Cardholders can submit a dispute as an Unrecognized Charge if you suspect the transaction is fraudulent. Reasons may include, but are not limited to:
- Your card details were stolen and used fraudulently
- Your physical card was not in your possession and wrongly used
You'll be asked to provide a description of what happened and why you believe the transaction to be fraudulent. Please be as accurate and descriptive as possible - the more information you provide, the greater the likelihood we can win the dispute on your behalf.
Note: we highly recommend you lock or terminate and reissue the compromised card to prevent further fraud. You may do so from your My Ramp dashboard and clicking into the compromised card.
Lifecycle of a dispute
Cardholders have the ability to dispute transactions
Disputing a transaction
To dispute a transaction,
- Find it in the Transactions > Overview page. You can use the filters to find the specific transaction(s) you're looking for
- Click into the transaction and review the transaction details. You can review past transactions at the merchant, visit the merchant website, and search for the transaction in Gmail to confirm if the transaction is legitimate, fraudulent, or a merchant issue.
- When you're sure you want to dispute the transaction, click the 'Flag' dropdown at the bottom of the page and select 'Dispute Transaction'. Note: You are unable to dispute a transaction after 60 days from when the transaction was listed on the card statement. You also cannot dispute a pending transaction. Many merchants (usually gas stations and hotels) place a high dollar amount authorization hold on your card that is removed once the final transaction amount is authorized.
- Select your dispute reason: Merchant Issue or Unrecognized charge.
Providing evidence
When filing a Merchant Issue, you'll be asked a series of questions that will provide context and information to help us understand the nature of the dispute and present the strongest case to the network. Please be as thorough as possible.
You may be asked:
- A description of what went wrong, the product, and attempts to resolve the issue directly with the merchant
- Attempts to return the goods or cancel the services and descriptions of why and how you returned or canceled the order
- How the goods were not as described or defective
- If a cancellation policy was provided
- The expected and actual delivery date if a physical good or the expected date of a service
- Whether or not a refund, credit, or similar voucher was promised and/or not provided and if it was dated
When filing an Unrecognized Charge, you'll be asked to explain what happened. The more information you provide, the better understanding we have of how the fraud occurred and how we can win the dispute with the network.
- A description of what went wrong, the product, and attempts to resolve the issue directly with the merchant
- Any information we would need to prove the transaction was fraudulent such as how you could not have made the transaction, if the card was lost or stolen, etc.
Viewing a disputed transaction
You can see which transactions are disputed in the Transactions > Overview page by clicking directly in the transaction or noticing the 'Disputed' flag' below the merchant name.
Dispute banner
A banner will appear on the disputed transaction letting you know when it was disputed and giving you the ability to lock the card or mark it as resolved (in the case it wasn't fraudulent or you resolved the issue with the merchant directly). We highly recommend you lock your card to prevent further issues.
Disputed flag
A disputed transaction that is still being processed (meaning it is pending action by Ramp or the network) will say 'Dispute' below the merchant name. Note: when the dispute has been processed, the flag will disappear and you can see the outcome of the dispute in the transaction's Event History.
Resolving a dispute
Our Support team reviews each dispute filed by our cardholders. We may request more information from you directly. Based on the evidence provided, we will make a decision to file the dispute with our network, Visa.
Keep in mind that a dispute filed with Visa may take up to 90 days to be resolved. We'll keep you informed every step of the way so you know when the dispute has been reviewed, filed with the network, and there has been an outcome.
If the dispute is resolved in your favor, we'll issue you a credit for the amount disputed to offset the original charge. This will appear as a negative transaction in your dashboard and shouldn't be disputed.
Note: we do not remove the original, disputed transaction so you have full visibility into all transactions that occur on your card.
Policy
Please note that more information regarding our dispute terms and conditions can be found on our Payment Card Addendum or our card partners' terms: Celtic and Sutton Bank.