Disputes at Ramp

Overview

At Ramp, we make it easy to monitor spend and flag any charges due to a merchant issue or fraud within the dashboard. 

Jump to:

• Before You Dispute: Check for refunds or more info
• Disputing a transaction
• Lifecycle of a dispute
  
  • Providing evidence
  • Viewing a disputed transaction
  • Resolving a dispute
• How to Cancel or Reverse a Dispute
• Troubleshooting: Can’t See the “Dispute Transaction” Option?
• Policy

Before You Dispute: Check for refunds or more info

Before disputing a charge, consider these steps to avoid unnecessary disputes:

• Check for merchant refunds: Some merchants may issue a refund directly. These can take up to 7–10 business days to appear on your card.

• Look for a credit: Refunds will appear as a new credit transaction rather than being tied to the original charge.

• Review merchant contact or receipts: Use the available details in the transaction view (vendor name, date, etc.) to contact the merchant directly and request a refund if appropriate.

• Check if the transaction occurred more than 60 days ago: You cannot dispute a pending charge or a transaction after 60 days from when it was listed on the statement.

• Ask your admin for help: If you're unsure whether the charge is valid or who made it, your admin can view additional card and transaction details in the Ramp dashboard.

How it works

Disputing a transaction

All cardholders can dispute transactions directly from their Ramp Dashboard or using the mobile app. 

To dispute a transaction from your Ramp Dashboard, you can follow the steps outlined below:

1. You can find the transaction by navigating to your My Ramp or Expenses tab. You can use the filters to find the specific transaction(s) you want.
2. Click on the transaction and review the transaction details. You can also review past transactions with the merchant, visit the merchant's website, and search for the transaction in Gmail to confirm whether it is legitimate, fraudulent, or a merchant issue. To dispute a transaction using the mobile app, you'll need to click into the transaction, click Actions, then click Dispute. 
3. When you're sure you want to dispute the transaction, click the Options dropdown at the top of the page and select Dispute transaction.
   Note: You cannot dispute a pending charge or a transaction after 60 days from when it was listed on the statement. Many merchants (usually gas stations and hotels) place a high-dollar authorization hold on your funds that is removed once the final transaction amount is authorized.
4. Select your dispute reason under What's Wrong?

To dispute a transaction from your mobile app, you can follow the steps outlined below:

1. Locate the transaction in your mobile app and tap it
2. Tap the three dots in the top right corner
3. Tap Dispute
4. Select the reason for the dispute
5. Follow the prompts

You will not be able to submit a dispute without showing evidence that you've attempted to resolve the dispute directly with the merchant before 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 about your reason for filing a dispute. The more accurate and descriptive information you provide, the stronger our case is for the network to win the dispute for you. 

Please note: You must have the most up-to-date version of the Ramp app and IOS/Android.

Unrecognized charge

Cardholders can submit a dispute as an Unrecognized Charge if they 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 was wrongly used

You'll be asked to describe what happened and why you believe the transaction was 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.

We highly recommend locking, terminating, and reissuing the compromised card to prevent further fraud when you file a dispute. You may do so from your My Ramp dashboard by clicking on the compromised card.

Please note: that after filing a dispute as a fraudulent transaction, Ramp Customer Support must terminate your card to prevent future fraudulent activity if our team considers the transaction fraudulent.

Lifecycle of a dispute

Providing evidence

When filing a Merchant Issue, you'll be asked 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 of 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 on the transaction or noticing the Disputed flag below the merchant name.

A banner will appear on the disputed transaction, letting you know when it was disputed and allowing you to lock the card or mark it as resolved (if it wasn't fraudulent or you resolved the issue with the merchant directly). We highly recommend you lock your card or funds to prevent further issues. 

Disputed flag

A disputed transaction 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 decide whether to file the dispute with our network, Visa.

Remember 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 and filed with the network and when an outcome has been reached.

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 of all transactions on your cards and funds. 

How to Cancel or Reverse a Dispute

If you accidentally disputed a transaction or no longer wish to proceed, you can cancel the dispute within Ramp:

1. Navigate to the "Expenses & travel > Card transactions" tab.

2. Add the filter "Charge status - Dispute in progress" to view all disputed transactions.

3. Click on the transaction to view the details.

4. Select "Cancel dispute" to stop the process.

⚠️ You may not be able to cancel a dispute once it's in the final stages of review or has already been resolved. If you see an error message or are unable to reverse a dispute, reach out to Ramp Support for assistance.

Troubleshooting: Can’t See the “Dispute Transaction” Option?

If you’re unable to see or click the Dispute transaction button, here are some common reasons and how to resolve them:

• The transaction is still pending: You can only dispute a transaction once it has fully cleared. Pending charges are not eligible.

• More than 60 days have passed: Transactions must be disputed within 60 days of the settlement date.

• The transaction has already been disputed: You can’t dispute a charge twice. Check the dispute status for more information.

• You don’t have the right permissions. Only users with appropriate card or admin access can initiate disputes. If you're unsure, contact your Ramp admin.

Still not seeing the option? Try refreshing the page or logging out and back into your Ramp account. If the issue persists, contact Ramp Support for help.

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.