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How can I dispute a fraudulent transaction?

All Brex users can submit disputes for their own transactions directly from the Brex dashboard. Disputes cannot be submitted through the mobile app.

Submitting a fraud dispute


Step 1: Under Card, click Transactions.

Step 2: Click the transaction you want to dispute to pull up more details on the right side.

Step 3: Select Dispute charge at the very bottom of the transaction details.

Step 4: Choose the option that best describes your situation.

Step 5: Click Continue.

Step 6: Your card will be permanently terminated and you will be prompted to issue yourself another one. When issuing a physical card, you'll be asked to enter the best shipping address and your card will arrive within 5-7 business days. When issuing a virtual card, you'll be asked to name your card and it will be available to use immediately.

Important: Until you receive your new physical card, you can continue to use your virtual card for online purchases or at physical locations via a mobile wallet.

Step 7: You'll receive an email confirmation that the dispute is being reviewed and a status update within 1-2 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 in the status update email.

Checking the status of your dispute


Brex will send email updates regarding the status of your dispute, but you can also check the status in your Brex dashboard.

Step 1: Under Card, select Transactions.

Step 2: Click the disputed transaction.

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 discover that the transaction you disputed is not fraudulent, please cancel the dispute by following the steps below.

Step 1: Under Card, select Transactions.

Step 2: Click 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 Brex Support and provide your claim number (your claim number can be found in the transaction details.

Step 4: After ending your interaction with Brex Support, they will update you via email within 2-3 business days of the cancellation.

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