---
title: Understanding the Dispute Process on KleerCard
description: Disputing charges in KleerCard.
---

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# 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.

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