diff --git a/docs/articles/new-expensify/expensify-card/Dispute-Expensify-Card-transaction.md b/docs/articles/new-expensify/expensify-card/Dispute-Expensify-Card-transaction.md deleted file mode 100644 index 5bd23cd53730..000000000000 --- a/docs/articles/new-expensify/expensify-card/Dispute-Expensify-Card-transaction.md +++ /dev/null @@ -1,73 +0,0 @@ ---- -title: Dispute Expensify Card transaction -description: Dispute an unrecognized, unauthorized, or fraudulent charge ---- -
- -When using your Expensify Visa® Commercial Card, you may come across transactions that you want to dispute, including: - -- Unrecognized, unauthorized, or fraudulent charges - - Charges made with your card after it was lost or stolen - - Unauthorized charges while your card is still in your possession - - Continued charges for a canceled recurring subscription -- Service disputes - - Damaged or defective merchandise - - Charges for merchandise that was never received - - Duplicate charges for a single transaction - - Transactions of an incorrect amount - - Refund not received after a return - -# Dispute a transaction - -If you spot a transaction error on your Expensify Card, - -1. Contact the merchant. They can often address the issue promptly. -2. If you are unable to resolve the issue with the merchant, contact us immediately by opening your chat with Expensify Concierge in your Expensify Chat inbox, or by emailing concierge@expensify.com to start the dispute process. Provide the following information: - - Details about the disputed charge, including why you’re disputing it, what occurred, and any steps you’ve taken to address the issue - - Supporting documentation like receipts or cancellation confirmations -3. If you suspect fraud on your Expensify Card, immediately deactivate your card: - -{% include selector.html values="desktop, mobile" %} - -{% include option.html value="desktop" %} -
    -
  1. Click your profile image or icon in the bottom left menu.
    2. -
  2. Click Wallet in the left menu.
    3. -
  3. Click your Expensify Card.
    4. -
  4. Click Report card fraud.
    5. -
  5. Follow the prompts to deactivate your card and request a new one.
    6. -
-{% include end-option.html %} - -{% include option.html value="mobile" %} -
    -
  1. Tap your profile image or icon in the bottom menu.
    2. -
  2. Tap Wallet.
    3. -
  3. Tap your Expensify Card.
    4. -
  4. Tap Report card fraud.
    5. -
  5. Follow the prompts to deactivate your card and request a new one.
    6. -
-{% include end-option.html %} - -{% include end-selector.html %} - -{:start="4"} -4. [Enable Two-Factor Authentication (2FA)](https://help.expensify.com/articles/new-expensify/settings/Enable-Two-Factor-Authentication) to add an additional layer of security to your account. - -{% include faq-begin.md %} - -**How am I protected from fraud using the Expensify Card?** - -Expensify leverages sophisticated algorithms to detect and/or block unusual card activity. You can also enable real-time notifications to receive alerts each time your card is charged. - -**How long does the dispute process take?** - -The dispute process can take up to 90 days. - -**Can I cancel a dispute?** - -You can cancel a filed dispute by using your Expensify Chat thread with Concierge or by emailing concierge@expensify.com. - -{% include faq-end.md %} - -
diff --git a/docs/articles/new-expensify/expensify-card/Disputing-Expensify-Card-Transactions.md b/docs/articles/new-expensify/expensify-card/Disputing-Expensify-Card-Transactions.md new file mode 100644 index 000000000000..b2a4456ac138 --- /dev/null +++ b/docs/articles/new-expensify/expensify-card/Disputing-Expensify-Card-Transactions.md @@ -0,0 +1,87 @@ +--- +title: Disputing Expensify Card Transactions +description: Step-by-step guide to disputing fraudulent or service-related charges on your Expensify Visa® Commercial Card +--- +
+ +If you encounter unrecognized, unauthorized, or fraudulent charges on your Expensify Visa® Commercial Card, you can dispute them. This guide also covers disputes related to service issues, such as damaged merchandise or incorrect transaction amounts. + +--- + +# Types of Disputable Transactions + +## Fraudulent or Unauthorized Charges +- Charges made after your card was lost or stolen. +- Unauthorized charges while your card is in your possession. +- Continued charges for a canceled subscription. + +## Service Disputes +- Damaged or defective merchandise. +- Non-received merchandise. +- Duplicate charges for the same transaction. +- Transactions with incorrect amounts. +- Refunds not received after a return. + +--- + +# Steps to Report Fraudulent Transaction Activity + +## 1. Deactivate Your Card Immediately +If you suspect fraud, deactivate your card to prevent further unauthorized charges: + +**On Desktop:** +1. Click your profile image in the bottom-left menu. +2. Select **Wallet** from the left menu. +3. Choose your Expensify Card. +4. Click **Report card fraud**. +5. Follow the prompts to deactivate your card and request a replacement. + +**On Mobile:** +1. Tap your profile image in the bottom menu. +2. Tap **Wallet**. +3. Select your Expensify Card. +4. Tap **Report card fraud**. +5. Follow the prompts to deactivate your card and request a replacement. + +## 2. Contact Expensify + - After deactivating your card, contact Expensify Concierge to report the fraudulent transaction: + - **Expensify Chat:** Open your Expensify Chat inbox and message Concierge. + - **Email:** Send details to concierge@expensify.com. + - Provide the following information: + - Details of the fraudulent charge (e.g., date, amount, merchant name). + - Any supporting documentation. + +## 3. Enable Two-Factor Authentication (2FA) + - If you haven't already, strengthen your account’s security by [enabling 2FA](https://help.expensify.com/articles/new-expensify/settings/Enable-Two-Factor-Authentication). + +--- + +# Steps to Report a Service Dispute + +## Contact the Merchant + - Most service-related issues can be resolved directly with the merchant. This is the quickest way to address disputes. + +## Contact Expensify + - If the issue isn’t resolved with the merchant, contact Expensify Concierge to start the dispute process: + - **Expensify Chat:** Open your Expensify Chat inbox and message Concierge. + - **Email:** Send your dispute details to concierge@expensify.com. + - Provide the following: + - Details of the disputed charge (e.g., reason, steps taken). + - Supporting documentation (e.g., receipts, cancellation confirmations). + +--- + +{% include faq-begin.md %} + +## How am I protected from fraud? +Expensify employs advanced algorithms to detect unusual card activity and provides real-time notifications for every charge on your card. + +## How long does the dispute process take? +The dispute process can take up to **90 days**. + +## Can I cancel a dispute? +Yes, you can cancel a filed dispute by messaging Concierge or your Account Manager via Expensify Chat. + +{% include faq-end.md %} + +
diff --git a/docs/redirects.csv b/docs/redirects.csv index a9abdc4a3404..40e8b8d0ca61 100644 --- a/docs/redirects.csv +++ b/docs/redirects.csv @@ -619,3 +619,4 @@ https://help.expensify.com/articles/expensify-classic/connect-credit-cards/compa https://help.expensify.com/articles/expensify-classic/connect-credit-cards/company-cards/Connect-ANZ,https://help.expensify.com/articles/expensify-classic/connect-credit-cards/Connect-Company-Cards/ https://help.expensify.com/articles/expensify-classic/connect-credit-cards/company-cards/Reconciliation,https://help.expensify.com/articles/expensify-classic/connect-credit-cards/Reconcile-Company-Card-Expenses/ https://help.expensify.com/articles/expensify-classic/connect-credit-cards/company-cards/Troubleshooting,https://help.expensify.com/articles/expensify-classic/connect-credit-cards/Connect-Company-Cards/ +https://help.expensify.com/articles/new-expensify/expensify-card/Dispute-Expensify-Card-transaction,https://help.expensify.com/articles/new-expensify/expensify-card/Disputing-Expensify-Card-Transactions