If you see a charge you don’t recognize or you’re unable to resolve an issue with a merchant, you may be able to dispute the transaction directly from your Mercury account. This article explains which transactions are eligible and how to submit a dispute.
What types of transactions can be disputed?
You can dispute debit card, IO card, and ACH pull transactions directly from your Mercury dashboard or the iOS app (make sure you’re using the latest version).
To be eligible, the transaction must be fully processed. This means:
- The transaction is no longer pending
- The funds have left your account
Pending, canceled, or failed transactions can’t be disputed. If you’re concerned about unauthorized activity, freeze your card right away to prevent additional charges while the transaction settles.
The following transactions aren’t eligible for self-service disputes:
- Internal transfers between your Mercury accounts
- Wire transfers
- Other non-card or non-ACH transaction types
If you’re disputing a non-USD fraudulent transaction, we’ll also return the currency conversion fee.
If you need help with a transaction that isn’t eligible for self-service or have questions, contact our support team.
Disputing a fraudulent or unauthorized transaction
First, freeze your card through the Mercury dashboard. This will prevent further charges from going through if you suspect fraud.
Then do the following:
- Go to your Transactions page
- Find the transaction you want to dispute and click on it to open the transaction details
- Click on the three dots icon in the bottom right of the transaction details card, and select Dispute Transaction
- We’ll ask you a few questions and give you a chance to provide any additional info or documentation
- Once you submit, our team will review the dispute and email you back with an update within a few business days. Depending on the outcome, they’ll be able to cancel and reissue cards as needed and get the fraudulent charges cleared up
Disputing an authorized charge with a merchant or service provider
If you recognize the charge but have an issue with the product or service, we recommend contacting the merchant first.
Merchant disputes and chargebacks can take up to 90 days to reach a resolution, as the merchant is required by law to be given “ample time” to respond. Because of this, you might find a faster resolution by working with them directly.
If the merchant is unresponsive or unwilling to help, follow the steps above to dispute the charge and provide as much information as possible, including screenshots of your attempts to contact the merchant.
Disputing an international wire
If there was an error with an international wire sent from your personal account, you are able to dispute it within 180 days of delivery. Learn about wire disputes and cancellations here.
The Mercury Debit Cards are issued by Choice Financial Group and Column N.A., Members FDIC, pursuant to licenses from Mastercard®.