What is a transaction dispute?
A dispute or chargeback is a request to review a card transaction when something seems incorrect. This may happen if you do not recognize the transaction or if there was an issue with the merchant or service provided.
All ether.fi Cash Card transactions are processed through the Visa card network, and disputes are reviewed according to Visa’s dispute resolution process.
A dispute is different from a refund. Refunds are issued directly by the merchant, while disputes are formally reviewed through the card network.
💡For more information on refunds, please see the help article: How long do refunds take?
Before submitting a dispute
Before opening a dispute, we recommend:
Reviewing your transaction history carefully
Checking whether the merchant name appears differently on your statement
Confirming the transaction was not made by someone you know
Contacting the merchant directly when applicable
For some merchant related disputes, proof that you contacted the merchant first may be required.
Unrecognized or unauthorized transactions
If you do not recognize a transaction on your Cash Card, it may be considered unauthorized.
What to do immediately
Please delete your card immediately
💡For more information on How to delete your Cash card, please see the help article: How to delete a Cash card
Review your recent transactions
Contact ether.fi Support as soon as possible
What we need from you
We may require the following details:
Transaction ID
Amount
Date
Merchant name
Confirmation that you do not recognize the charge
Any supporting details or evidence
What happens next
Once reported, the transaction will be reviewed through Visa’s fraud investigation process.
Dispute with a merchant
If you recognize the transaction but experienced a problem with the merchant, you may be able to submit a dispute.
Examples include:
Goods or services not received
Items not as described
Defective products
Refund not processed
Subscription or cancellation issues
Duplicate charges
Before submitting
Please try resolving the issue with the merchant first whenever possible.
What we need from you
We may require the following information:
Transaction ID
Amount
Date
Merchant name
Receipt or order confirmation
Description of the issue
Proof of communication with the merchant
Supporting screenshots or documents
What happens next
Your dispute will be submitted for review through Visa’s dispute process.
How to submit a dispute
To submit a dispute:
Contact ether.fi Support through the in-app chat
Share all required information and supporting documents
Our team will review and submit the dispute on your behalf
What to expect next
Once your dispute is submitted:
Additional information may be requested
Review timelines vary depending on the case
Disputes may take up to 60 days to complete
Frequently asked questions
How long does the dispute process take?
How long does the dispute process take?
Disputes may take up to 60 days to complete.
Do I need to contact the merchant first?
Do I need to contact the merchant first?
Yes, for most merchant related disputes.
Can I dispute a subscription charge?
Can I dispute a subscription charge?
Yes, if you attempted to cancel the subscription or the service was not delivered as expected.
Can I dispute multiple transactions?
Can I dispute multiple transactions?
Yes. Multiple related transactions may be reviewed together.
What if I no longer have a receipt?
What if I no longer have a receipt?
Please provide any available supporting documentation, such as:
Email confirmations
Transaction screenshots
Merchant communication
Order numbers
Still have questions? 💬
If you have any additional questions or need further assistance regarding the dispute, please feel free to reach out to our support team via email at support@ether.fi or via live chat. We’ll be happy to help.