If there are any transactions on your account that appear to be an error (for example, a charge you don’t recognize, a duplicate charge, an overcharge, or something like that), let us know as soon as possible by sending an email to firstname.lastname@example.org. If you’re concerned the transaction(s) might be fraudulent, please also block your card right away.
There are a few details that we’ll need for our investigation; please include as many of them as you can in your email:
- The name on your account
- A description of the problem with the transaction(s)
- The date, amount, and merchant name of the transaction(s) you’d like to dispute
- Any additional information you have about the specific transaction(s)
- Whether or not you had your Azlo card in your possession when the transaction(s) took place
What happens next
- Once we get your email, our team will start to investigate. We may reach out for any necessary additional information.
- We’ll determine whether or not we can offer you a provisional credit while the dispute is underway. Provisional credits are available on a case-by-case basis, and we’ll let you know if we’re able to apply one.
- Most disputes will be resolved within 90 days after you report the error in writing. (We recognize this is a long time—the dispute process is highly regulated and there are multiple parties involved, but our team will do everything we can to keep your case moving forward.)
- If the dispute is resolved in your favor, you’ll be refunded for the transaction. If we already issued a provisional credit, that credit will be made permanent.
- There are a couple of things to note if the dispute is not resolved in your favor.
- You can still try to work with the merchant to resolve the situation.
- If we issued a provisional credit, we’ll have to reverse it.
Anything else I should know?
Yes—if the transaction doesn’t seem to be fraudulent, it’s usually worth reaching out to the merchant and trying to resolve the error with them. Very often, working with the merchant will be much faster than the dispute process. If you start a dispute and then resolve the problem with the merchant, we can always cancel your dispute.
Can I cancel a dispute?
Yep, absolutely. If you’d like to cancel a dispute, please email email@example.com.