If something is wrong with a card payment, for example you were charged twice, you cancelled and were still billed, or you don't recognise the payment at all, you can raise a dispute from the transaction itself. Pemo reviews the claim with the bank, and if it's approved the transaction is reversed and the funds return to your account.
If you're sure the payment is fraudulent, read How to handle a fraudulent transaction on your Pemo Card as well.
Important: before you raise a dispute, contact the merchant directly. Most billing errors are fixed fastest by the merchant. Raise a dispute if the merchant doesn't respond or can't resolve it.
Before you start
Anyone who can open the transaction can raise a dispute on it: the cardholder, and Super Admin, Admin and Accountant users.
Available on web and in the Pemo mobile app.
A dispute is final. The confirmation step states: This is final and cannot be canceled once submitted.
Raise a dispute on a transaction
Open the transaction from your transactions or card expenses list.
Under There's something wrong with this payment?, select Dispute transaction.
In Why are you disputing this transaction?, pick the reason that matches what happened.
Answer the follow-up questions the reason asks for, for example When did you cancel it? and Cancellation number for a cancelled subscription, or Expected Amount and Currency where the amount is wrong.
Under Help us process your dispute faster, upload any supporting documents: receipts, emails, cancellation confirmations.
Select Submit.
Tick I understand and acknowledge, then select Confirm.
You'll see Your dispute request has been submitted, and the transaction shows Transaction dispute in progress while the case is reviewed.
Dispute reasons
Choose the reason closest to your situation; it decides what evidence Pemo asks for.
I don't recognize this transaction
This was an online/mail/phone order that I did not authorize
The transaction was incomplete, failed, or not authorized
This transaction was duplicated
The transaction amount is incorrect
I made a different transaction at this merchant, but not this one
I didn't receive the product/service I paid for
I was promised a refund, but I haven't received it
I canceled my subscription/membership, but I was still charged
I canceled a hotel reservation, but I was billed for a no-show
I paid by another method (cash, check, another card), but I was still charged. You then select the method: Cash, Cheque or Another card
Other. Describe what happened in Please provide additional details
Pending transactions and timings
You can't dispute a transaction that is still pending. A pending or authorised transaction will settle or reverse on its own. Raise a dispute once it has cleared.
For amounts under USD 50, allow 2 business days. For amounts over USD 50, Pemo reviews the case within 2 business days, then allow up to 6 weeks for the card scheme to review it and refund the amount, depending on the merchant's response.
What the dispute statuses mean
The status appears on the transaction.
Transaction dispute in progress: Pemo is investigating with the bank.
Chargeback dispute approved and fee refunded: the claim succeeded and the amount is returned to your account.
Transaction dispute rejected: the claim was not upheld.
Chargeback dispute failed: the dispute could not be processed.
A successful chargeback appears in your transaction list as its own Chargeback entry.
If something goes wrong
Something went wrong while submitting your dispute. Please try again. The dispute was not created. Start again from the transaction.
Your dispute was submitted, but we couldn't notify support automatically. Your dispute is recorded. Contact support if you need to follow it up.
False claims may result in penalties, so raise a dispute only for a payment you have checked. If a charge looks unfamiliar, confirm with your team first. A card saved with a merchant can bill again for a recurring or usage-based service.