How To: Dispute PCard Transactions
Before You Start
The most common reason to dispute a transaction is suspected merchant error. If you suspect an error, immediately contact the merchant directly to see if they can resolve the dispute and issue a credit if appropriate. If the dispute is readily resolved by the merchant, there is no need to contact JPMorgan or to notify PCard Administration. If the merchant either cannot or will not resolve the dispute, contact JPMorgan to dispute the charge and ask for a credit to be issued. You will receive a workflow notification when the credit has been processed. The department is ultimately liable for any fraudulent and erroneous charges not resolved within 60 days –– either directly with the merchant or through JPMorgan Chase –– and therefore must be verified and allocated to the department's PTA.
If for any reason you suspect the Purchasing Card may have been compromised, contact JPMorgan Customer Service and request that the card be canceled / reissued (see Step 2 below).
Step 1 – Contact the Merchant
In many cases the merchant will issue a credit for erroneous charges. If the dispute can be resolved with the merchant, there is no need to contact JPMorgan or PCard Administration.
If the merchant cannot or will not resolve the dispute, go to Step 2 and contact JPMorgan.
Step 4 – Update and Complete PCard Transaction Verification
Once a dispute has been resolved by the bank and/or merchant, and an associated credit has been processed, you will receive a workflow notification. See how to flag a credit against a disputed charge: Step 5 of How To: Verify PCard Transactions.
If the dispute is not resolved, or is resolved after 60 days, update the status of the disputed charge in PCard module. See Step 5 of How To: Verify PCard Transactions.
- Depending upon the circumstances, PCard Administration will inform necessary parties (e.g., Internal Audit and/or Risk Management in the case of actual or suspected fraud or stolen card/ account information).
- If cancel / reissue has been requested, PCard Administration will contact you when the replacement card is available for pick-up.