First Dollar handles card disputes and lost or stolen card reports for your members. If your support team is the member's first point of contact, your job is to recognize the issue, gather a few basics, and hand it off. First Dollar support responds under your brand, so the experience stays seamless from start to finish.
How to escalate a card issue
Transaction disputes
If a member only wants to dispute a charge (and not report a lost or stolen card), direct them to contact the merchant. If the merchant can't resolve it, hand them off to First Dollar support. See “Dispute a transaction.”
Confirm the issue. Identify whether the member has a lost or stolen card or a transaction dispute the merchant couldn't resolve. Gather the member's name plus the card details for a lost or stolen card, or the transaction and merchant for a dispute.
Hand it off. Route the issue to First Dollar support through chat.
Set expectations. Let the member know that a support colleague will follow up, the card will be locked if it was reported lost or stolen, and an investigation can take time. Members have 60 days from the date of the statement showing the charge to report it, unless there are extenuating circumstances like extended travel or hospitalization.
Member resource
For the member's view of the process, see "Report a lost or stolen card."