Disputing a Charge

What to send

Email support@dollycard.com or call 1 (508) 203-6861. Include:

• The date, the amount, and the merchant name as they appear on the card.
• The receipt or the order number, if you have one.
• What went wrong, in a few plain sentences. Fraud, charged twice, never received, canceled, or not what you paid for.
• What you already tried. If you called the merchant, say when and what they told you.

Dolly files and tracks the dispute. You do not file it with the store’s bank yourself.

File it in Dolly (admins)

1. Open Transactions, find the charge on the Settled tab and open it. Choose the three-dot menu (⋮) at the top of the charge.
2. Choose File dispute.
3. Pick the Reason, enter the Amount you are disputing, and explain what happened under Explanation. The more detail, the better the chance.
4. Choose Submit. The charge then shows Dispute filed.

Filing a dispute has a fee. Dolly warns you when the amount is under $35, because that is less than the fee.

Call the merchant first when they can fix it

A dispute is the wrong tool for a charge the merchant will simply void or refund. If the order was canceled, the item never shipped, or the amount is wrong, ask the merchant to refund it. That is faster than a dispute, which often takes a month or more.

If they will not fix it, or they do not answer, then dispute what is left. If they already refunded part of the charge, the dispute can only cover the rest.

Fraud is the exception

If nobody on the production made the charge, do not wait for it to post. Reply Fraud to Dolly’s text about the charge, and Dolly pauses the card and tells your admins. An admin can also pause it in Card Controls. Then contact Dolly Support. The formal dispute itself still has to wait until the charge posts, because there has to be a finished charge to reverse.

A store that bills when items ship may charge you for part of an order, often days later and for less than the checkout total. That charge is a shipment from a purchase you made. Check the order before you report it. See why one order shows up as several charges.

A charge you actually made, then regretted, is not fraud. Fraud means someone used the card without permission. A scam you participated in, or a purchase you now want to undo, is a different kind of dispute, and it starts with the merchant.

What happens after you send it

Dolly submits the dispute once, with the information you provided. It cannot be edited after it goes in, which is why the receipt and the story need to be complete. The merchant can accept it or contest it. A result often takes 30 to 90 days.

If the dispute is won, the money comes back to the production. If it is lost, the charge stands. Keep spending records and receipts either way. A dispute is not a substitute for the receipt the crew should have sent when they bought the thing.