If you encounter an issue with a purchase made using your Dappr Visa® Commercial Credit Card, you have the right to dispute the charge. Common reasons for disputes include unauthorized or fraudulent transactions, billing errors, or problems with the quality, receipt, or return of goods and services. Dappr provides a guided, digital-first process to help you prepare and submit the dispute, and our platform allows you to track its status until a resolution is reached.
This article explains how to submit a dispute for a transaction made with your Dappr Visa card. As many Dappr users are business owners who both make purchases and accept payments, it is important to distinguish this process from responding to a dispute from one of your own customers. A dispute initiated by your customer for a charge processed through Dappr Sales follows a different procedure. For information on handling those customer-initiated disputes, please see our article on responding to Dappr Sales Disputes.
How to submit a transaction dispute
You can initiate a dispute directly from your Dappr Financial Account dashboard using a desktop computer, as the submission process is not available on the mobile app. The platform is designed to walk you through each step, ensuring you provide the necessary information for a successful claim.
Navigate to your Dappr Financial Account and locate the transaction in question from your transaction list.
Click on the transaction to open the details popup. Here you will see additional information about the charge.
If the transaction is eligible for a dispute, a "Dispute transaction" button will be enabled. Click it to open the interactive dispute submission form.
Answer the questions in the form accurately and completely. The form is dynamic and will update based on your answers to ask for specific information relevant to your case. For example, if you are disputing a charge for a product you never received, you may be asked to provide the expected delivery date and any communication you have had with the merchant.
Upload any required evidence, such as receipts, invoices, communication records, or photos. Once you have completed the form and attached your documentation, click "Submit dispute."
After you submit, a Dappr compliance representative will perform an initial review of your claim to ensure it is complete and meets the card network's requirements. If the provided information is sufficient, we will formally submit the dispute to the Visa card network for resolution. The entire process, from submission to final decision, typically takes between 30 and 90 days. This timeline accounts for the multiple parties involved, including the merchant, their bank, and the card network, each of whom has a set period to respond.
The dispute lifecycle
Disputes are processed according to the rigorous rules and guidelines set by Visa. You can only submit a dispute for a specific transaction once, and you cannot add supplemental evidence after it has been formally submitted to the network. It is crucial to provide all necessary and relevant information at the time of filing to build the strongest possible case.
For consumer-related issues (e.g., product not received, service canceled, item not as described), Visa rules require that you first attempt to resolve the issue directly with the merchant. You must include documentation of this attempt—such as emails, chat logs, or call records—in your dispute submission.
Once submitted, the dispute moves through several stages. Dappr will update the dispute's status in your dashboard as we receive information from the card network. If you win the dispute, the status will change to "Won," and a credit for the disputed amount will be applied to your Dappr Financial Account. This credit will appear as a new, separate transaction in your statement. If the dispute is lost, the original charge stands as a final transaction.
You may request to withdraw a dispute within one day of its submission by contacting Dappr support directly. After this brief window, the dispute is formally entered into the card network's system and cannot be withdrawn. Withdrawals cannot be processed through the dashboard.
Note: You may incur a fee if the dispute is lost.
Dispute rules and timeframes
Fraudulent transactions
A transaction is considered fraudulent if the cardholder did not authorize or participate in the charge. An example would be if your card details were stolen and used to make a purchase. If you participated in a transaction but were the victim of a scam—for instance, you were deceived into purchasing a fraudulent service—you should select a different, more appropriate reason for the dispute, such as "Not as described." This distinction is critical, as true fraud has different dispute rights under network rules. Dappr may block the submission of a fraud dispute if the transaction does not qualify for protection.
Invalid disputes
Visa may deem a dispute invalid for several procedural reasons. For example, a transaction that is already a refund cannot be disputed because it is a credit, not a debit. Similarly, mobile push payment transactions are often not eligible for dispute because they are considered securely authorized by the account holder. The "Dispute transaction" button in your Dappr dashboard is a helpful guardrail, as it will only be active for transactions that are eligible for the dispute process.
Submission timeframes
Visa enforces strict deadlines for submitting disputes to ensure claims are handled in a timely manner. It is essential to act promptly if you identify an issue.
Fraud and Processing Errors: Must be filed within 110 days of the transaction date.
Authorization Issues: Must be filed within 65 days of the transaction date.
Consumer Disputes (Not Received, Canceled, etc.): Must be filed within 110 days of the expected date of receiving the merchandise or service, which may be different from the transaction date.
Partial vs. full disputes
Disputes can be for the full or a partial amount of the transaction. If you have already received a partial refund from the merchant, you must account for it and file a partial dispute for the remaining amount. Certain reasons, such as an incorrect charge amount or a partially fulfilled order, also require filing a partial dispute. For example, if you ordered five items but only received three, you would dispute the amount corresponding to the two missing items.
For complete, unabridged details on the rules governing the dispute process, you can refer to the official Visa Core Rules.