When should I raise a dispute?
There are three instances in which you can raise a dispute:
If you don't recognize a transaction on your Cleo Card or believe the transaction was made fraudulently.
If you did not receive goods or services you have paid for.
If a merchant has charged you a duplicate or incorrect amount.
How do I raise a dispute?
First, we recommend reaching out directly to the merchant to see if you can resolve the issue without disputing the transaction.
If you don't have any success with the merchant, simply reach out to our team and we'll get you taken care of. First, we'll have you fill out a form with basic information. Then, our disputes team will head an investigation and may ask you for more information about the transaction. Once this is completed, we will submit all of our findings to our card provider.
What kind of information should I submit?
When submitting a dispute, the more information, the better. Please send us any kind of evidence you have, as this gives us the best chance of success. Here are some examples of things you can submit:
Receipts or invoices
Any information about delivery or shipment
Any correspondence with the merchant
Photos of damaged merchandise
Evidence that the price you paid differs from the listed price
Requests to cancel the transaction in writing
Bank statements showing a duplicate charge
How long does the process take?
Disputes are raised with our card provider Visa and can take 30 days to be acknowledged and 90 days for a final resolution.
Will I receive a provisional credit?
When we raise a transaction dispute, the transaction is temporarily removed from your statement and the credit for these funds is released back to your account in form of a "provisional credit".
The Cleo Card complies with Reg-Z where provisional credit is concerned. Credit card spend does not require provisional credit to be released to the account holder while the dispute is being investigated. You will not have access to spend the provisional credit funds as this could put you at risk of spending over your credit limit.
What if my card details have been compromised?
If your card has been lost, stolen, or you believe your details have been compromised, please head to the app and mark the card as lost. This will generate a new card with new details and immediately block any transactions from being completed on the previous card.
If you have any further questions, or if you need to file a dispute, please reach out to us.