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How Can I Dispute an Adaptive Card Transaction and What Happens Next?

If you notice an issue with a transaction on your Adaptive card, you can dispute it directly through the application. Here's a step-by-step guide to navigating the dispute process and understanding what happens after you submit your dispute.

Updated over 2 weeks ago

Step 1: Initiating a Transaction Dispute

To dispute a card transaction:

  1. Access Your Card Feed: In Adaptive, navigate to the Card feed from the left-hand menu.

  2. View All Transactions: Click the All option to display both matched and unmatched transactions.

  3. Find the Transaction: Use the search function or filters to locate the specific transaction or merchant in question.

  4. Start the Dispute Process: - On the row corresponding to the transaction, click on the three-dot menu (•••). - Select Dispute transaction from the dropdown menu.

  5. Complete the Form: Follow the on-screen prompts to fill out and submit the dispute form.

Step 2: Understanding the Post-Submission Process

Once your dispute is submitted, it is reviewed and managed by Adaptive’s Cards team. Here’s what to expect:

Additional Information Requests

  • A Card Specialist will only reach out if additional information or documentation is required. This typically happens if the merchant responds and more details are needed.

Dispute Updates

  • In many cases, disputes do not receive frequent updates. You may not hear back until a final decision is made, which can take up to ~30 days depending on the merchant and card network.

Dispute Outcome & Refunds

  • If your dispute is successful (the dispute is “won”), the refunded amount will be issued as a statement credit back to your card account.

How to Contact the Cards Team

If you need help, have questions, or want to check in on your dispute, you can contact the Cards team using any of the options below:

In-App Support

  1. Click your initials in the top-right corner of Adaptive.

  2. Navigate to Settings.

  3. Select the Cards tab.

  4. Click the Settings (cog icon) and choose Contact card support.

Direct Contact Options

These channels may be the quickest way to reach a Card Specialist.

Summary

  • Disputes are submitted directly from the Card feed in Adaptive.

  • A Card Specialist will contact you only if additional information is needed, typically after merchant response.

  • Successful disputes result in a statement credit back to your card.

  • Support is available in-app, by phone/text, or email.

By following this guide, you’ll efficiently manage card disputes and stay informed every step of the way.

If you have questions that aren’t answered in our Knowledge Base, please reach out to us at [email protected].

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