Request a Chargeback

Request a Chargeback

A chargeback is a transaction reversal initiated to dispute an unauthorized or incorrect charge. If you do not recognize a posted transaction or did not receive goods or services you paid for, you can dispute the charge by submitting a chargeback request.

You can submit a chargeback request when a transaction has already posted and cannot be resolved directly with the merchant.

Who Can Request a Chargeback

Both cardholders and administrators can submit chargeback requests:

  • Cardholders can dispute transactions on their own cards through the Personal section.
  • Administrators can request chargebacks on behalf of users through the Admin section.

When to Use a Chargeback

Before submitting a chargeback request, review the following:

  • Pending Transactions: If the transaction is still pending, it may not post. Most charges can take up to three business days to post. You cannot submit a chargeback request on a pending transaction.
  • Merchant Resolution: If the issue involves an incorrect charge or a billing error, contact the merchant first. Requesting a refund directly from the merchant is often faster and requires less processing time.
  • Fraudulent Charges: If you believe your card was used without your authorization, submit a chargeback request and mark the transaction as fraudulent.

The option to order a replacement card when marking a transaction as fraudulent is only available for cards issued on or after January 14, 2026. If your card was issued before this date, contact your administrator to request a replacement card.

Chargeback Requirements

If the card was not lost or stolen, you must show that you attempted to resolve the issue directly with the merchant.

Emburse Cards may require written confirmation that:

  • You contacted the merchant.
  • The merchant denied your refund request or did not resolve the issue.

Chargeback requests must be submitted within 110 calendar days of the transaction date.

After submission, most disputes are resolved within 30 to 90 business days.

Submit a Chargeback Request as an Administrator

Administrators can request chargebacks on behalf of users when a transaction is unauthorized or the user did not receive goods or services they paid for.

  1. Log in to your Emburse Cards account.

  2. Emburse Cards landing page displayed after administrator sign-in.

  3. Select Admin > Transactions.

  4. Locate the transaction you want to dispute.

  5. Select the dropdown next to the transaction.

  6. Admin Transactions page with the transaction action dropdown expanded to access Chargeback.

  7. Select Chargeback.

  8. Complete the chargeback form with the required information.

  9. Select Submit to complete the request.

The chargeback workflow for administrators follows the same dispute review process and timeline as cardholder-initiated chargebacks.

Submit A Chargeback Request as a Cardholder

  1. In the sidebar, select Personal and then select My Transactions.

    My Transactions page in Emburse Cards showing a selected transaction with the More Actions menu open and the Chargeback option highlighted.

  2. Locate the transaction you want to dispute.

  3. Select More Actions, then select Chargeback.

  4. When prompted, indicate whether the transaction is fraudulent. If the transaction is not fraudulent, go to If the Transaction is Not Fraudulent.

    Request Chargeback prompt asking whether the transaction is fraudulent, with Yes and No options and the Continue button.

If the Transaction is Fraudulent

If you select Yes, the card is immediately canceled.

Selecting Yes cancels your current card and prevents further transactions.

  1. Enter an explanation and upload any supporting documentation.

    Request Chargeback screen with Fraudulent selected as the dispute reason, an explanation text box completed, file upload option, and Continue button.

  2. Select Continue.

  3. Confirm whether you want a replacement card:

The option to order a replacement card when marking a transaction as fraudulent is only available for cards issued on or after January 14, 2026. If your card was issued before this date, contact your administrator to request a replacement card.

  1. To use your current address, select Cancel Card And Order A Replacement.

    Request Chargeback screen showing transaction details and the Order a Replacement Card section with Current Address selected and the Cancel Card and Order a Replacement button highlighted.

  2. To ship to a different address, select Enter New Address, update the address details, then select Cancel Card And Order A Replacement.

    Request Chargeback screen displaying the Update Shipping Address form with address fields populated and the Cancel Card and Order a Replacement button highlighted.

  3. If you do not want a replacement card, select Do Not Order A Replacement Card, then select Continue.

If the Transaction is Not Fraudulent

If you select No, your card remains active. The dispute proceeds without canceling your card.

  1. Select Continue.

    Request Chargeback screen displaying a message instructing the user to contact the merchant before submitting a chargeback, with Go Back and Continue buttons visible and Continue highlighted.

  2. Provide a reason for the dispute and complete all required fields.

    Request Chargeback screen listing dispute reason options such as Not received and Duplicate charge, with the Request Chargeback button highlighted.

  3. Select Request Chargeback.

What Happens Next

After you submit your chargeback request:

  • Confirmation Message: A confirmation screen displays, indicating that your chargeback has been submitted.
  • Card Cancellation (Fraud Only): If you marked the transaction as fraudulent, your card is canceled immediately.
  • Replacement Card (If Ordered): If you requested a replacement card, the confirmation screen displays the shipping address. Delivery timelines vary by region.
  • Dispute Review Timeline: Most disputes are reviewed and resolved within 30 to 90 business days.
  • Funds Return: If the dispute is resolved in your favor, the funds are returned to your company's account.

Chargebacks can only be canceled within 24 hours of submission.

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