Skip to content
English
Sign in
  • There are no suggestions because the search field is empty.

Understanding the Dispute Process on KleerCard

If you spot a charge on a KleerCard you don't recognize, or a charge that's wrong (you were billed twice, charged the wrong amount, or never received the goods or service), you can file a dispute. This article explains who can file a dispute, when, how, and what happens next.

Before you file: secure the card
If the charge looks like fraud, take these steps first so no further unauthorized charges can come through:
  1. Lock the card — Cards → click the card → lock it (an admin, or the cardholder via the mobile browser at kleercard.com).
  2. Order a replacement — if the card number was likely exposed; we recommend a virtual card right away so the cardholder can keep spending while the physical replacement ships (7–10 business days).
  3. Watch for more charges — card fraud often arrives in clusters; keep the card locked and watch for additional unfamiliar charges.


Who can file a dispute
Only an account admin can file a dispute — an individual cardholder login cannot. Cardholders should notify their admin to file on their behalf.

When you can dispute a charge
A charge can only be disputed once it has fully settled. Charges still showing as Pending cannot be disputed yet (they typically settle within 1–3 business days).

How to file a dispute
  1. Go to the Charges tab.
  2. Click the ⋯ to the right of the charge.
  3. Click View.
  4. Click the red Dispute button.
    File each unauthorized charge as its own dispute.


What happens after you file
  • For most disputes, a provisional credit is issued automatically — no need to request it. For certain fraud-related disputes (e.g. stolen cards, phishing, or 3DS-authenticated transactions), we open the dispute but don't issue a provisional credit until the case is decided in your favor — so credit may take longer to appear in those cases.


Possible outcomes
  • Case won — decided in your favor; provisional credit becomes permanent.
  • Case lost — not upheld; provisional credit is reversed and the charge stands.


FAQ
  • Contact merchant first? For clear fraud, dispute directly. For billing errors/services not rendered, contacting the merchant first is often fastest.
  • Dispute a pending charge? Not yet — lock the card and file once it settles.
  • How long do I have? File as soon as you identify the charge; disputes are time-sensitive.