Disputes at Ramp

Overview

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

Before you dispute: check for refunds or more info

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

• Check for vendor refunds: Some vendors may issue a refund directly. These can take up to 7–10 business days to appear on your card.
• Look for a credit: Refunds appear as new credit transactions that are linked to the original charge.
• Review vendor contact or receipts: Use the available details in the transaction view (vendor name, date, etc.) to contact the vendor directly and request a refund if appropriate.
• Check if the transaction is still pending: If a charge has not yet cleared, dispute options are limited. On desktop, you can select Unrecognized charge (fraud) while the transaction is still pending, but I was charged incorrectly and I didn't get what I paid for are not available until the transaction clears. On Android, a fraud dispute can also be available while the transaction is pending. Merchant-dispute reasons require the transaction to clear. If you need to dispute for one of these reasons, contact the merchant directly to resolve the issue or wait for the charge to clear.
• Check the dispute deadline: Businesses headquartered in the European Union (EU) have 13 months from when the transaction clears to dispute it. Other businesses have 60 days from when the transaction's statement was created. Cardholders can open the transaction from My expenses. Admins who can view company transactions can use Expenses > Card transactions. Open the transaction to see whether Dispute transaction is available.
• 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

Cardholders can dispute their own eligible transactions from the Ramp dashboard or mobile app. Managers and Admins with transaction access can also dispute transactions, but a business may restrict disputes to Admins. If this restriction blocks you, ask a Ramp Admin to file the dispute. Please note: at this time you can only cancel a dispute in progress via web.

To dispute a transaction on Ramp, you can follow the steps outlined below:

1. Locate the transaction
   Open My expenses. Use the available filters to locate the specific transaction.
2. Review the transaction details
   Click on the transaction to see full details. You can:

• Review past transactions with the vendor if you have access to business-wide transactions
• Visit the vendor's website
• Search your Gmail for related receipts or communication
  This can help determine whether the charge is legitimate, fraudulent, or a vendor error.

3. Dispute the transaction

• On desktop: Click the Options dropdown at the top of the transaction page and select Dispute transaction.
• On iOS: Tap into the transaction, then select More options > Dispute > I was charged incorrectly.
• On Android: Tap into the transaction, then select Actions > Dispute > I was charged incorrectly. Please note: You must have the most up-to-date version of the Ramp app and IOS/Android.

4. Select a dispute reason.UnderWhat's wrong?, select the reason that best matches your dispute.If the exact reason isn’t listed, choose the closest option and provide additional context. Note: If the transaction is still pending, dispute options are limited. On desktop, only I suspect fraud is available for pending charges. On Android, I suspect fraud can also be available while the transaction is pending. Merchant-dispute reasons require the transaction to clear. If you need to dispute for I was charged incorrectly or I didn’t get what I paid for, contact the merchant directly to resolve the issue or wait for the charge to clear before filing a dispute.
5. Example: For duplicate charges, select I was charged incorrectly > Duplicate Charge in the dispute form. Then, include a short explanation of what happened. The Disputes Team will contact you if more details are required.

For recognized charge issues, contacting the vendor directly is usually the fastest option. Depending on the dispute reason and card issuer, Ramp may ask for details or evidence about attempts to resolve the issue with the vendor; merchant-contact evidence is not required for every dispute. If legal restrictions prevent you from contacting the vendor, select that option in the dispute form.

You'll be required to answer a series of questions about your reason for filing a dispute. The more detailed and accurate your responses, the stronger the case we can present to the card network on your behalf.

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.

Follow the card action shown in the fraud dispute flow to prevent further fraud. On web, the available actions include Replace card number and Terminate.

If the affected card remains active, Ramp may ask you to terminate it before the dispute proceeds.

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 vendor
• 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 vendor
• 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 disputed transactions in My expenses. Open the transaction to view its details, or look for 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 select Withdraw dispute while the dispute is in progress. 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 Disputed 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 Activity section.

Resolving a dispute

Ramp reviews each dispute and may request more information from you directly. Based on the evidence and eligibility, Ramp may file the dispute with the applicable card issuer or network.

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.

In some cases, Ramp may issue a provisional credit to your account while a dispute is under review. This temporary credit offsets the disputed amount during the investigation. If the dispute is resolved in your favor, the provisional credit becomes permanent. If the dispute is not resolved in your favor, the provisional credit is reversed.

If no provisional credit was issued and the dispute is resolved in your favor, Ramp will issue a credit for the disputed amount to offset the original charge. Credits appear as a negative transaction in your dashboard and should not 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 withdraw the dispute within Ramp before the issuer files it:

1. Open My expenses.
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 Withdraw dispute.

Withdrawing a dispute after the issuer has filed it does not cancel the case with the issuer. You may also be unable to withdraw a dispute after it has been resolved. If you see an error message or are unable to withdraw 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: On desktop, only the I suspect fraud option is available for pending transactions. On Android, I suspect fraud can also be available while the transaction is pending. Merchant-dispute reasons require the transaction to clear. If you need to dispute for another reason, contact the merchant directly or wait for the charge to clear first (most pending charges clear within 9 days).
• The dispute deadline has passed: Businesses headquartered in the European Union (EU) have 13 months from when the transaction clears to dispute it. Other businesses have 60 days from when the transaction's statement was created. Open My expenses and select the transaction to check whether the dispute option is available.
• 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 signing 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 ourPayment Card Addendum or our card partners' terms:CelticandSutton Bank.