Merge pull request #55641 from Expensify/maddylewis-patch-10

Author: greg-schroeder

docs/articles/new-expensify/expensify-card/Dispute-Expensify-Card-transaction.md

@@ -0,0 +1,87 @@
+---
+title: Disputing Expensify Card Transactions
+description: Step-by-step guide to disputing fraudulent or service-related charges on your Expensify Visa® Commercial Card
+---
+<div id="new-expensify" markdown="1">
+
+If you encounter unrecognized, unauthorized, or fraudulent charges on your Expensify Visa® Commercial Card, you can dispute them. This guide also covers disputes related to service issues, such as damaged merchandise or incorrect transaction amounts.
+
+---
+
+# Types of Disputable Transactions
+
+## Fraudulent or Unauthorized Charges
+- Charges made after your card was lost or stolen.
+- Unauthorized charges while your card is in your possession.
+- Continued charges for a canceled subscription.
+
+## Service Disputes
+- Damaged or defective merchandise.
+- Non-received merchandise.
+- Duplicate charges for the same transaction.
+- Transactions with incorrect amounts.
+- Refunds not received after a return.
+
+---
+
+# Steps to Report Fraudulent Transaction Activity
+
+## 1. Deactivate Your Card Immediately
+If you suspect fraud, deactivate your card to prevent further unauthorized charges:
+
+**On Desktop:**
+1. Click your profile image in the bottom-left menu.
+2. Select **Wallet** from the left menu.
+3. Choose your Expensify Card.
+4. Click **Report card fraud**.
+5. Follow the prompts to deactivate your card and request a replacement.
+
+**On Mobile:**
+1. Tap your profile image in the bottom menu.
+2. Tap **Wallet**.
+3. Select your Expensify Card.
+4. Tap **Report card fraud**.
+5. Follow the prompts to deactivate your card and request a replacement.
+
+## 2. Contact Expensify
+   - After deactivating your card, contact Expensify Concierge to report the fraudulent transaction:
+     - **Expensify Chat:** Open your Expensify Chat inbox and message Concierge.
+     - **Email:** Send details to [email protected].
+   - Provide the following information:
+     - Details of the fraudulent charge (e.g., date, amount, merchant name).
+     - Any supporting documentation.
+
+## 3. Enable Two-Factor Authentication (2FA)
+   - If you haven't already, strengthen your account’s security by [enabling 2FA](https://help.expensify.com/articles/new-expensify/settings/Enable-Two-Factor-Authentication).
+
+---
+
+# Steps to Report a Service Dispute
+
+## Contact the Merchant
+   - Most service-related issues can be resolved directly with the merchant. This is the quickest way to address disputes.
+
+## Contact Expensify
+   - If the issue isn’t resolved with the merchant, contact Expensify Concierge to start the dispute process:
+     - **Expensify Chat:** Open your Expensify Chat inbox and message Concierge.
+     - **Email:** Send your dispute details to [email protected].
+   - Provide the following:
+     - Details of the disputed charge (e.g., reason, steps taken).
+     - Supporting documentation (e.g., receipts, cancellation confirmations).
+
+---
+
+{% include faq-begin.md %}
+
+## How am I protected from fraud?
+Expensify employs advanced algorithms to detect unusual card activity and provides real-time notifications for every charge on your card.
+
+## How long does the dispute process take?
+The dispute process can take up to **90 days**.
+
+## Can I cancel a dispute?
+Yes, you can cancel a filed dispute by messaging Concierge or your Account Manager via Expensify Chat. 
+
+{% include faq-end.md %}
+
+</div>

docs/articles/new-expensify/expensify-card/Disputing-Expensify-Card-Transactions.md

@@ -619,3 +619,4 @@ https://help.expensify.com/articles/expensify-classic/connect-credit-cards/compa
 https://help.expensify.com/articles/expensify-classic/connect-credit-cards/company-cards/Connect-ANZ,https://help.expensify.com/articles/expensify-classic/connect-credit-cards/Connect-Company-Cards/
 https://help.expensify.com/articles/expensify-classic/connect-credit-cards/company-cards/Reconciliation,https://help.expensify.com/articles/expensify-classic/connect-credit-cards/Reconcile-Company-Card-Expenses/
 https://help.expensify.com/articles/expensify-classic/connect-credit-cards/company-cards/Troubleshooting,https://help.expensify.com/articles/expensify-classic/connect-credit-cards/Connect-Company-Cards/
+https://help.expensify.com/articles/new-expensify/expensify-card/Dispute-Expensify-Card-transaction,https://help.expensify.com/articles/new-expensify/expensify-card/Disputing-Expensify-Card-Transactions