An account admin, card admin, and the user who owns the card can submit merchant disputes on transactions directly from the Brex dashboard. Disputes cannot be submitted through the mobile app at this time.
Before submitting a merchant dispute, we recommend:
Checking with any authorized users on your account to see if they made the purchase.
Contacting the merchant and working directly with them.
If the merchant isn’t able to help resolve the issue, file a dispute and we’ll work to make things right on your behalf. This process can take up to 90 days.
Submitting a merchant dispute
Step 1: Click Card on the left side of your Brex dashboard.
Step 2: Click the transaction you want to dispute.
Step 3: Click Dispute charge at the bottom of the transaction details on the right.
Note: If you don’t see the option to dispute a charge, please read Why can’t I dispute a charge?.
Step 4: Select the reason for disputing.
Step 5: Select any other transactions you would like to dispute.
Step 6: Describe the situation and reason for disputing (this is a required field).
Step 7: Upload any supporting documents (required).
Note: This can be any type of document showing the attempts to resolve directly with the merchant such as emails, screenshots, chat transcripts, etc.
Step 8: Select File dispute.
You should receive an email with a status update within two to three business days, including an expected timeline for resolution. In some cases, disputes may take up to 90 days to resolve.
Note: While disputes are being investigated, the charge will be settled alongside the rest of your balance when your Brex statement comes due. If you receive a successful conclusion of the dispute, you’ll receive a chargeback for these funds.
An account admin, card admin, and the user who owns the card can submit merchant disputes on transactions directly from the Brex dashboard.
Before submitting a merchant dispute, we recommend:
Checking with any authorized users on your account to see if they made the purchase.
Contacting the merchant and working directly with them.
If the merchant isn’t able to help resolve the issue, file a dispute and we’ll work to make things right on your behalf. This process can take up to 90 days.
Submitting a merchant dispute
You can submit a merchant dispute either in your dashboard or your Brex app. Once submitted, you’ll receive an email with a status update within two to three business days, including an expected timeline for resolution. In some cases, disputes may take up to 90 days to resolve.
Note: While disputes are being investigated, the charge will be settled alongside the rest of your balance when your Brex statement comes due. If you receive a successful conclusion of the dispute, you’ll receive a chargeback for these funds.
In your dashboard
Step 1: In your dashboard, click Expenses > All.
Step 2: Click the transaction you want to dispute to pull up more details on the right side.
Step 3: At the bottom of the transaction details, click the three dots and select Dispute.
Note: If you don’t see the option to dispute a charge, please read Why can’t I dispute a charge?.
Step 4: Select the reason for disputing.
Step 5: Select any other transactions you would like to dispute.
Step 6: Describe the situation and reason for disputing (this is a required field).
Step 7: Upload any supporting documents (required).
Note: This can be any type of document showing the attempts to resolve directly with the merchant such as emails, screenshots, chat transcripts, etc.
Step 8: Select File dispute.
In your app
Note: Please make sure you’ve updated your Brex app to the latest version.
Step 1: Go to your Wallet > Latest expenses. You can also tap All expenses to view older transactions.
Step 2: Tap the expense you want to dispute and tap File a dispute at the bottom of the screen.
Step 3: Provide a reason for the dispute and tap Continue.
Step 4: Review the dispute summary and tap Continue. Provide any additional information required and submit the dispute.