Monthly statements include a notice instructing members to contact your customer service team in case of errors or questions on an electronic transfer. This article walks you through what to do when you receive this type of request.
What is a dispute?
A dispute is a notification from a member that a transaction was unauthorized, erroneous, or of a billing error.
Disputes are governed by Regulation E (“Reg E”), which implements the Electronic Funds Transfer Act (EFTA). EFTA allows consumers to challenge electronic transaction errors involving unauthorized or incomplete electronic funds transfers (transfers with ATMs, point of sale (POS) transactions, and Automated Clearing House (ACH) systems).
Timelines and specific rules related to disputes are addressed in the Terms and Conditions under "Unauthorized Transactions and Errors".
Dispute initiation step-by-step
It is your responsibility to notify First Dollar immediately of a notification from a member that a transaction was unauthorized, erroneous, or of a billing error. To get started:
Complete the Chargeback Claim Form on behalf of the member as soon as possible. If disputing more than one charge, please submit a form response per charge.
Once submitted, our team will review the chargeback claim. Depending on the extent of investigation needed or the type of resolution required, either First Dollar will own directly or the dispute(s) will be submitted to the payment network for investigation and resolution.
Important Note: Members must report the error or dispute no later than 60 days after we have generated the first statement on which the error or problem appeared.
What happens after a dispute is submitted?
For a chargeback dispute sent to the payment network, the chargeback will go through a few stages as it navigates through the chargeback cycle.
Our team will provide updates throughout the dispute process and also send email to the member. These templates have been specially written to include all Regulation E required language and ensures communications with cardholders are compliant.
The chargeback process can take upwards of 90+ days to resolve depending on the complexity of the dispute.
For other disputes owned by First Dollar, the process can take up to 10 days.
Provisional credit
A provisional credit is a temporary credit issued to a cardholder’s account when a dispute cannot be resolved within 10 business days of receiving the claim from the cardholder.
Examples of Disputes
Unauthorized transaction(s) |
Incorrect deposit/withdrawal to or from the cardholder’s account |
Incorrect charge, withdrawal, or deposit amount |
Missing withdrawal or deposit from cardholder’s account history or statements |
Amount does not match payment receipt |
Transaction not recognized |
Request additional documentation or clarification of transaction |