Transactions can be disputed for two reasons:
- Disputes with the Merchant for Goods or Services
- Fraudulent Charges
Disputes with the Merchant for Goods or Services
A cardholder can have a dispute with a merchant for many reasons (that do not involve fraud):
- Duplicate or incorrect charges
- Incorrect or incomplete goods delivered
- Services that were unsatisfactory
In the case of a disputed transaction with a merchant, you or your Administrator should notify PEX Customer Service immediately. Disputes must be reported no later than sixty (60) calendar days after the transaction is posted to the card account.
Disputes over the merchant’s return policy are not considered to be merchant disputes. In these cases, the cardholder has received the correct goods, however, they wish to return the goods after the merchant’s stated return window.
Note:Cardholders often resolve these matters most quickly when they contact the merchant directly. PEX will process disputes with merchants on the cardholder’s behalf only after the merchant has been contacted. This is a requirement prior to moving forward with a merchant dispute.
Fraudulent Charges
Fraudulent charges are those made by an unrelated third-party without the cardholder’s awareness. They may be the result of theft.
In the case of a fraudulent transaction, it is critical that you or your Administrator notify PEX Customer Services immediately. The card with fraudulent charges may be blocked or closed in order to prevent further fraud.
In order to receive a credit for fraudulent charges more quickly, you may also wish to contact the merchant directly. In some cases, reporting the fraud directly to a merchant results in a faster credit faster than when PEX reports the dispute to the merchant. In all cases, PEX Customer Service will process fraudulent charge disputes to ensure that an investigation is started.
For more information on reporting disputed charges, please consult your Administrator, or review the PEX Services Agreement. 
