Customer FAQ: Transaction Dispute Process

What is the Transaction Dispute Process?

The transaction dispute process allows you to contest a completed transaction within a specific timeframe. If you believe a transaction on your account is unauthorized or incorrect, you can file a dispute through your customer portal.

How long do I have to file a dispute?

You have 110 days from the date of a completed transaction to file a dispute. After this period, disputes will no longer be accepted.

How long does the dispute process take?

The dispute process can take from 30 days up to 90 days from the time we submit your dispute with the processor to completion. This timeframe includes the review by our Dispute Department and our third-party decision makers, such as Stripe or Visa. Frequently, disputes can be resolved more quickly if you contact the merchant before contacting us.

Can AtoB dispute transactions made by my drivers that I did not authorize?

No, AtoB cannot dispute unauthorized transactions made by your drivers. If a driver uses a card outside the scope of your instructions, this is considered Driver Misuse. It is your responsibility to address any misuse directly with your driver. AtoB will not file disputes for Driver Misuse.

How do I initiate a transaction dispute?

Follow these steps to initiate a dispute:

1. Log in to your customer portal.
2. Select the transaction in question.
3. Click on 'More Options' to expose the dispute prompt.
4. Fill out the dispute form. Provide all required details, including a description of the circumstances and any supporting evidence.

What happens after I submit a dispute?

Once you submit your dispute:

1. You will receive a confirmation email stating that your submission has been received by our Dispute Department.
2. Once your documentation is complete, we will submit your dispute to our third-party decision-makers (Stripe/Visa).

Will I receive a credit during the dispute process?

AtoB may issue a provisional credit to your account as a courtesy during the dispute period. However, this is at AtoB's discretion and is not guaranteed.

Am I responsible for charges while the dispute is being processed?

Yes, you are still responsible for all charges on your account, including disputed transactions. Once the dispute is resolved and if the payment processors decide in your favor, any applicable credits will be applied to your account and made permanent.

Key Points to Remember:

• Disputes must be filed within 110 days of the transaction.
• The process can take up to 90 days to complete after being submitted to the processor (Stripe/MasterCard/Visa).
• AtoB does not handle disputes for Driver Misuse.
• You can file disputes through your customer portal.
• Provisional credits may be applied at AtoB's discretion during the dispute process.
• You are responsible for all charges until the dispute is resolved.