After submitting a card dispute, you can track its progress directly from your Mercury dashboard. The dispute tracker shows real-time status updates, flags any actions needed from you, and keeps a full history of your dispute from submission through final decision.
Checking the status of a dispute
- Navigate to the Disputes widget on the homepage of your Mercury dashboard on web
- If you have multiple disputes, scroll through the list and select the dispute you’d like to review
- Hover over the status and click View Details to open the dispute and view more information about the dispute
- On the details page, you will see the current status, a timeline of updates, and any required actions
You can also filter on disputed transactions from your Transactions page using the status filter.
Canceling a card dispute
- Navigate to the Disputes widget on the homepage of your Mercury dashboard on web
- If you have multiple disputes, scroll through the disputes and select the set of disputes you would like to cancel
- Hover over the status and click View Details to open the dispute
- Scroll to the bottom of the details card and click Withdraw dispute located on the bottom right
- Provide a reason to submit your withdraw. We’ll email you to confirm the dispute has been canceled
What do the different dispute statuses mean?
- Dispute received: The disputes team has received your dispute and started the investigation process.
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On hold, information needed: We need more information from you to move forward. Check your email for a message from the Mercury Disputes team and respond as soon as possible.
- Note: if we don't receive a response by the deadline communicated in that email, your dispute will be moved to an ineligible status and cannot be reopened — even if information is submitted later.
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Chargeback filed on your behalf: The chargeback has been filed and you are all set. We don’t need any more information. This tends to be a longer step in the process.
- If we need to submit a chargeback to attempt to recover the funds, your dispute may remain in a “Pending Chargeback” status. The full dispute and chargeback process can take up to 90 days from the date the dispute is filed. This timeframe is set by Mastercard and allows the merchant a designated period to respond and provide supporting evidence.
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Dispute complete: This means your dispute has been resolved or approved. You can click into this status to view more information.
FAQs
Who can view dispute statuses?
Anyone with access to the Transactions page can view dispute details, including the user who submitted the dispute, cardholders, Admins, and business owners.
How do I view the status of my ACH pull dispute?
Dispute statuses are currently only available for card transactions. For ACH dispute updates, reply to the original dispute-related email you received.
How do I update or add details to a dispute?
Reply to your confirmation email to ask questions or submit additional information. You'll also receive updates and the final outcome of your dispute via email.
The Mercury Debit Cards are issued by Choice Financial Group and Column N.A., Members FDIC, pursuant to licenses from Mastercard®.