How can I submit a merchant dispute?
All Brex users can submit disputes for their own transactions directly from the Brex dashboard. Examples of merchant disputes include:
To save time we recommend doing the following before submitting a merchant dispute:
To save time we recommend doing the following before submitting a merchant dispute:
- Check with any authorized users on your account to see if they made the purchase.
- Contact the merchant and work directly with them.
- If the merchant isn’t able to help resolve the issue, file a dispute and we’ll work to make things right on your behalf. This process can take up to 90 days.
Submitting a merchant dispute
Step 1: Select the Transactions tab
Step 2: Click on the transaction you want to dispute
Step 3: Select Report an Issue on the bottom right corner
Step 4: Select the reason for disputing
Step 5: Select any other transactions you would like to dispute
Step 6: Describe the situation and reason for disputing (this is a required field)
Step 7: Upload any supporting documents (required)
Important note: This can be any type of document showing the attempts to resolve directly with the merchant such as emails, screenshots, chat transcripts, etc.
Step 8: Select file dispute
Step 9: You should receive an email with a status update within 2-3 business days
In some cases, disputes may take up to 90-days to resolve. You will receive more information on the expected timeline for your dispute when you receive an email with a status update.
Checking the status of your dispute
Brex will send email updates regarding the status of your dispute, but you can check the status of your dispute in the Brex dashboard.
Step 1: Select the Transactions tab
Step 2: Click on the transaction you want to view the status of
Step 3: There will be a panel with the transaction details on the right, there you should see the current status of your dispute
You can also select the Disputed check box at the top of the page to filter only the disputed transactions.
Step 1: Select the Transactions tab
Step 2: Click on the transaction you want to view the status of
Step 3: There will be a panel with the transaction details on the right, there you should see the current status of your dispute
You can also select the Disputed check box at the top of the page to filter only the disputed transactions.
Cancelling a dispute
If you end up discovering that the transaction you disputed is not fraudulent, you can cancel this dispute.
Step 1: Select the Transactions tab
Step 2: Click on the transaction with the dispute you would like to cancel
Step 3: Select Cancel Dispute at the bottom right corner; this will open up the option to chat with support and provide your claim number (our claim number can be found in the Transaction Details)
Step 4: After ending your interaction with support, they will update you via email within 2-3 business days of the cancellation
Step 1: Select the Transactions tab
Step 2: Click on the transaction with the dispute you would like to cancel
Step 3: Select Cancel Dispute at the bottom right corner; this will open up the option to chat with support and provide your claim number (our claim number can be found in the Transaction Details)
Step 4: After ending your interaction with support, they will update you via email within 2-3 business days of the cancellation
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