All Brex users can submit disputes for their own transactions directly from the Brex dashboard. Disputes cannot be submitted through the mobile app at this time.
Before submitting a merchant dispute, we recommend:
- Checking with any authorized users on your account to see if they made the purchase.
- Contacting 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: Click Card on the left side of your Brex dashboard.
Step 2: Click the transaction you want to dispute.
Step 3: Click Dispute charge at the bottom of the transaction details on the right.
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).
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.
You should receive an email with a status update within 2-3 business days, including an expected timeline for resolution. In some cases, disputes may take up to 90-days to resolve.
Checking the status of your dispute
Brex will send email updates regarding the status of your dispute. You can also check the status of your dispute from your Brex dashboard.
Step 1: Click Card and select the transaction you want to view the status of.
Step 2: Under transaction details on the right, 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 by only disputed transactions.
Cancelling a dispute
If you end up discovering that the transaction you disputed is not fraudulent, please cancel your dispute.
Step 1: Click Card and go toTransactions.
Step 2: Click the transaction with the dispute you would like to cancel.
Step 3: Select Cancel dispute in the bottom right corner. This will open up the option to chat with Brex Support and provide your claim number (found in 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.