If you notice an ACH pull, also known as an ACH Debit, you don’t recognize or there’s an issue with the transaction, you can file a dispute from your Mercury dashboard or mobile app. Our Disputes team will review your case and guide you through the next steps.
This article covers what you can dispute, how to file, and how to withdraw an ACH pull dispute if needed.
What transactions can I dispute?
Not all transactions are eligible for dispute. Here's what you need to know before filing:
- Settled transactions only. Transactions must be fully completed and settled before they can be disputed. Pending, canceled, blocked, or failed transactions aren't eligible because the funds haven't fully left your account.
- Eligible transaction types. Internal transfers between Mercury accounts, wire transfers, and other non-card and non-ACH pull transactions can't be disputed through the self-service flow. Contact our support team for help with those.
- Reporting windows. For most business accounts, disputes must be filed by 5:00 PM PT on the second business day after the transaction settles. For certain business transactions not subject to this window, the deadline is 5:00 PM PT on the 60th calendar day after settlement. Disputes filed after either deadline aren't eligible for a return or credit. See your applicable Terms of Service agreements for details.
- Written Statement of Authorized Debit (WSUD). For certain business transactions outside the two-day window, and for all personal banking transactions, a WSUD may be required. Your dispute investigator will send you the form once you file.
- Nacha restrictions. Nacha guidelines don't allow ACH returns for merchant disagreements, dissatisfaction with goods or services, undelivered goods, or a company's bankruptcy or failure to meet contractual obligations.
- Court-ordered transactions. Disputes aren't accepted for state, federal, or court-ordered transactions, including levies, garnishments, child support, or tax payments.
Unauthorized ACH pulls
If you suspect unauthorized activity or notice a charge you didn’t authorize, we highly recommend replacing your account number to prevent any additional unauthorized ACH pulls from going through. If you want to change your account number, let your dispute investigator know or reach out to our support team.
Tip: The ACH authorization feature allows you to create a list of merchants that are pre-approved to perform ACH pulls from your account. You can learn more about ACH authorizations here.
How to dispute an ACH pull
You can file a dispute in your Mercury dashboard or mobile app.
- Navigate to your Transactions page and select the transaction you wish to dispute
- Click the flag icon at the bottom of the transaction details card
- Follow the prompts to submit your dispute
Once submitted, a member of our Disputes team will review your case and follow up via email. The Disputes team operates via email, so all updates and next steps will be communicated by email only. If you have questions, would like to provide additional information, or need to respond to your dispute investigator, you can reply to the confirmation email you received after filing or directly to the email from your assigned investigator.
How to withdraw an ACH pull dispute
To withdraw a filed ACH pull dispute, reply to the confirmation email you received when the dispute was submitted.