Disputing a card transaction means formally challenging a purchase on your credit or debit card. Common reasons for disputes include unauthorized charges (fraud), services not provided, or items not received.
Before disputing a transaction, you must first contact the store or service provider where you made the purchase and ask for a refund.
Here’s how it works:
Unauthorized purchases (fraud): If you notice a charge you didn’t make (e.g., someone stole your card or used your card number without permission), you can dispute it. Adro will investigate and remove the charge from your statement during the process.
Services not rendered: If a merchant fails to provide promised goods or services (e.g., you paid for a service but didn’t receive it), you can dispute the charge. Before filing a dispute, you'll need to try and resolve the issue with the merchant first, as required by the Fair Credit Billing Act.
Items not received: If you ordered something but didn’t receive it (e.g., online purchase not delivered), you can dispute the transaction. Again, you'll need to try and resolve the issue with the merchant first, before filing a dispute.
Remember, disputing charges is part of your rights as a consumer.
How do I dispute a transaction?
If your Adro card has been lost or stolen, or if you're seeing transactions that you don't recognize, you should immediately freeze or replace your card.
You should file your dispute as soon as possible by contacting us through chat or [email protected]. Waiting too long to report an issue could result in your claim being denied.
Be sure to have the following details ready:
Card number
Transaction details, including the merchant name, transaction amount and date of the transaction
The reason you’re disputing the transaction
Supporting documentation, if any. This could include things like receipts, emails to/from the merchant, photos of the defective/damaged merchandise, etc.