Disputing a PCard Transaction
If you believe the
merchant has charged you incorrectly or there is an outstanding quality
or service issue, you must first contact the merchant and try to
resolve the error or problem. If you are able to resolve the matter
directly with the merchant and the error resulted in an overcharge, a
credit adjustment should be requested and will appear on your next
statement. The Cardholder is responsible for obtaining any necessary
authorization for a return from the vendor and for obtaining a credit
receipt from the vendor.
If the merchant disagrees
that an adjustment is necessary, contact Customer Service immediately
at 800.270.7760 (this number also appears on the back of your card) or
by using the "Dispute" button in PaymentNet and notifying the PCard
administrator. Complete details of the dispute will need to be made in
writing in order for the Bank to research the item in question.
Cardholders should not allow the merchant to drag the process out. The
dispute can be initiated online up to 60 days from the Transaction Post
Date. After 60 days, the cardholder must call the Bank at the telephone
number listed above.
Refer to the
PaymentNet User Manual for specific instructions for filing a dispute
IMPORTANT! The cardholder is responsible
for making every effort to resolve the dispute directly with the
merchant before filing a formal dispute with the bank.