How do I dispute a transaction?

If you notice a purchase made from your Found account that you don’t recognize, or for which you were incorrectly charged, the best—and fastest—course of action is to reach out to the merchant or seller for clarification, and if applicable, to request a credit or refund.

If you’re unable to resolve the unknown transaction with the merchant, you can proceed with disputing this transaction through your Found account. Here’s how:

How do I dispute a charge?

1. Open the Found app and log into your account.

2. Tap the clock icon in the bottom menu to view your recent transactions.

3. Tap on the transaction you’d like to dispute.

4. Once viewing the transaction, tap the three dots in the top right corner.

5. Tap on the option to dispute the transaction.

Don’t see the option to dispute your transaction? Contact us through your app for our team to assist.

Be sure to have documentation about the charge and attempts to reach the merchant handy—you’ll need this when submitting your transaction dispute. Our team will reach out within 10 business days to follow up on your report.

Additionally, if your card was lost or stolen, you should immediately request a replacement card and note that "My card is lost or stolen" to prevent further unauthorized charges. If it is a virtual card, make sure to disable it.

How does the dispute process work?

After you’ve reported an unauthorized transaction to Found, our team follows a consistent process to help resolve your report. Here’s how the process works from our end:

1. Initial Review: Once we receive your dispute, our team will begin an investigation to review your report. This may include contacting the merchant to verify the transaction details, reviewing documentation that you’ve provided in your report, and gathering any additional information required to assess your claim.

2. Decision: After completing our investigation, we will determine whether or not we can move forward with the dispute. If we find that it was plausible that the transaction was unauthorized or there was an error, we will issue a provisional credit to your account for the disputed amount.

3. Final Review: Once we’ve determined the validity of your claim, we’ll submit it for final review based on the results of the initial investigation and any evidence that was provided.

4. Resolution: If the dispute is resolved in your favor, your provisional credit will become permanent. If the dispute is not resolved in your favor, the provisional credit will be removed from your account.

Throughout this process, our goal is to ensure a fair and timely resolution. But, with that said, the dispute process is long and can take up to 90 days to fully resolve. We highly recommend attempting to resolve unknown or erroneous transactions with the merchant first.

What transactions cannot be disputed?

Keep in mind that not all transactions may be disputed. Some factors that we consider when evaluating transaction dispute reports include:

• Timeliness: You must dispute a transaction within 60 days of the statement that the charge appears on becoming available to you. This means that if an unauthorized transaction occurs in February, you must report it to Found within 60 days of your March statement becoming available.

• Status: Transactions must be settled before a dispute investigation can begin. This means that if the transaction is still pending, you must wait until after the transaction has fully processed before initiating a dispute. In this case, the timeliness factor still applies, but the 60 day clock for reporting this transaction doesn’t start until the transaction has settled and the statement that transaction appears on has been made available to you.

• Security: It is your responsibility to maintain the security of your Found account, including your password and card PIN. We are unable to move forward with disputes if they were authorized by your account or card details.

• Evidence: If you cannot provide sufficient evidence to support your claim—which may include receipts, communication with the merchant, proof of return, contract details, and more—we may not be able to investigate your claim.

Our goal is to resolve disputes as satisfactorily as possible, but we unfortunately are not able to move forward with all disputes.