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How does the transaction dispute process work?

Here’s what to expect after a dispute is filed:​

1. An investigation is conducted based on a review of the information provided and any relevant information, including transaction and account activity.​

2. Generally, an investigation will determine if an error occurred within 10 business days (20 business days for new accounts)​.

TIP: Your account is considered "new" if the transaction occurred within 30 calendar days after the first deposit/load to your account.

3. If we cannot complete our investigation in 10 business days (20 business days for new accounts), we will provisionally credit your account for the amount of the disputed transactions. ​

TIP: If you make your claim to us by phone, we will require that you send us the information in writing within 10 business days. If we do not receive written confirmation of the dispute from you within 10 business days of your notice to us, we may not provisionally credit your account. (If you are submitting your dispute online, the online submission will serve as your written notice to us.)​

Filing a dispute does not guarantee that your funds will be returned to your account. We will notify you of the results within 3 business days of completing the investigation.​

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