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What is a dispute?

A disputed charge is when the cardholder challenges that there is an error specific to the billing of the transaction or when expected services were not met by the merchant.

Unrecognized Transactions:

  • Sometimes merchant’s use a different name for billing than you’d initially expect.
  • If a transaction is unrecognized, check with others within your company to ensure that they didn’t make the charge. Oftentimes, this is the case and the best way to clarify the transaction.
  • Check any receipts, statements, online orders, subscriptions, etc. as this can help recognize what the transaction is for.
  • It is often helpful and faster to clarify a transaction by contacting the merchant. This information can typically be found under the Transaction Information in your Brex Dashboard.

Important note before filing a dispute:

  • If a charge related to the billing appears incorrect or there was a problem with the purchase, we ask that you work directly with the merchant first as this is the quickest way to resolve.
    • Brex requires that you give the merchant 7 days to respond to your inquiry before submitting your dispute
    • It’s important to note that after a dispute is filed, it can take up to 90 days to resolve it.
  • If a charge is pending and you would like to file a dispute, it is important to note that this transaction needs to be posted before the dispute can be filed and processed. The easiest way to check this is on your Brex Dashboard or on the Brex Mobile App. The transaction is either pending or processed (posted).

How to file a dispute:

Fraud Disputes
Please read How can I dispute a fraudulent transaction? for more information.

Merchant Disputes
Please read How can I submit a merchant dispute? for more information.

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