Disputing a Transaction

What is a Dispute?

A dispute is a situation when a cardholder questions a transaction that they see associated with their card account. It’s possible that this transaction is due to the card being lost or stolen. It’s also possible that the disputed transaction has something to do with a refund, or an overcharge. If your card was lost or stolen, please make sure to report it to Hatch so we can ship you a new card!

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Is a chargeback the same thing as a dispute?

A chargeback is just another way of saying a dispute. “Charging it back” means that you’re requesting to be refunded through Hatch, rather than with the merchant that took the payment directly. Please see “what is a dispute” for more information.

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How can I dispute a transaction on my card?

You’re able to dispute a transaction by selecting the transaction and clicking “Dispute Transaction”. You can access your transactions via your Hatch Dashboard. We request information about your communication with the merchant who you are disputing the transaction from. Please contact the merchant first, to attempt to resolve the transaction as a refund before filing a dispute.

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How long does a dispute typically take?

A dispute can take anywhere between 60-90 days. Wow! That seems like a long time, doesn’t it? There is often a lot of back and forth between the merchant, the card issuing bank, Visa, and Hatch to file and resolve a dispute. That’s why we request as much information as possible, upfront! It can make the process go more quickly and can make things easier on you and everyone else.

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What can I expect once I’ve submitted my dispute?

Hatch will review the information that you have provided for your dispute, determine if we need more information, and submit it to the card issuing bank on your behalf. If we require additional information, we will communicate with you directly via the email associated with your Hatch account.

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What information is required to submit a dispute?

Basic information about the transaction is required, in addition to a description of the reason for the dispute. Any additional information you can provide to us, like a receipt or an email exchange between you and the merchant, will help the dispute process move along more smoothly.

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Does Hatch offer provisional credit?

We do not offer provisional credit on disputes. It can take 3-5 business days for the funds to be deposited back into your account should you win your dispute. It can take 60-90 days to resolve for a dispute.

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