If you see a transaction on your Varo Visa® Debit Card you don’t agree with, please reach out as soon as possible at email@example.com or 1-800-827-6526 (Mon–Fri: 6 a.m.–9 p.m. PT, Sat–Sun: 8 a.m.–6 p.m. PT).
When you first contact us, we’ll ask a few questions about what happened. If the transaction has already posted to your Varo Debit Card, we can file the dispute when you contact us.
If the authorization is still pending, we’ll need to wait for it to post to your card before filing a dispute. In that case, we’ll ask you to keep an eye on your transaction history in the Accounts section of the Varo app and let us know if the transaction posts. Typical authorizations may remain pending on your card for up to 5 days. Hotel and car rental authorizations may remain pending on your card for up to 7 days. If the transactions were unauthorized, we’ll cancel your debit card and send you a new one in order to prevent more unauthorized charges.
After contacting Customer Service, you can also protect your Varo Debit Card by locking it in the Varo app.
Why would I dispute a transaction?
There are a lot of reasons to dispute a transaction, and our dedicated disputes team will figure out the best reason based on the information you provide us.
Unauthorized charges or billing errors:
- There are transactions on your Varo Debit Card you didn’t authorize.
- A transaction posted to your Varo Debit Card for more than you agreed to.
- You were double billed for the same transaction.
- You cancelled a transaction but were billed anyway.
Consumer Disputes for Quality or Service:
- You returned merchandise, but the merchant never credited your Varo Debit Card.
- You never received merchandise you ordered.
- You received damaged or defective merchandise.
- You made a purchase using a card issued by another financial institution or with cash, but the merchant also billed your Varo Debit Card.
- A merchant promised to refund a partial or full amount of a purchase, but the credit never posted to your Varo Debit Card.
How can I resolve my dispute faster?
- If you’ve done business with the merchant before, try contacting them directly to see if they can solve your issue. Often, this process goes quicker than the formal dispute process.
- Please provide us with as many details as you can when you contact us to file the dispute. Helpful details could include how you contacted the merchant, what the merchant said, confirmation or cancellation numbers you received, a copy of a police report you may have filed, or anything else that you feel could help us in supporting your dispute.
- Provide us with any documents you think could support your case. We might also request you provide other documentation to support your dispute, such as receipt copies, communication with the merchant, confirmation or cancellation numbers, police reports, or anything else we believe may be helpful. You can send these documents to firstname.lastname@example.org.
What happens when I file a dispute?
The dispute process can be complex. However, our goal is to make it as simple as possible as we investigate your issue.
Here’s what the dispute process looks like:
- As soon as you notice an error, contact us as soon as possible.
- Once you’ve reported the error to us, our Customer Service team forward the information you gave us and send it to our disputes team. We may reach out to you for additional details or documents.
- Our disputes team will then evaluate your case and decide if you qualify for a provisional credit.
- Our disputes team will attempt to process a chargeback according to Visa’s rules and guidelines. During this process, the merchant will have an opportunity to respond to your case. Our disputes team will evaluate the merchant’s response and take action accordingly as we work toward a final resolution to your case.
- If the dispute is resolved in your favor, we’ll issue a final credit to your card. If we already issued a provisional credit, it’s now permanent.
- If the dispute isn’t resolved in your favor, we will reverse any provisional credits that were issued towards your card. You may still have the following options for resolution:
- You can always continue working with the merchant directly for resolution.
- You have the right to ask for a copy of any documents we used to investigate and resolve your dispute. We’ll give you these if you need them.
Generally most disputes are resolved within 90 days. However, more complex cases may require additional time. In all cases you will be notified in writing of all actions taken on your dispute, from the posting of provisional credit to the final resolution of your case.
How long will my dispute take?
- We will determine if your dispute can be resolved within the first 10 business days. If not, a provisional credit will be issued within 10 business days of the dispute being filed.
- If a provisional credit is issued, it may take up to 90 calendar days for the case to reach a final resolution. We will notify you if more time is required to finalize your dispute.
Will I be charged fees on a disputed transaction?
No, Varo does not charge fees. If the dispute involves a charge from a non-Allpoint® ATM and is resolved in your favor, the fee will be refunded to your Varo Bank Account. There is also no fee to file a dispute.
How soon after being promised a credit from the merchant can I dispute a charge?
It’s best to give the merchant 15 days from the date the merchant promised you a refund to your Varo Debit Card before disputing the transaction.
How will I be notified when my dispute is resolved?
For all actions taken on your Varo Debit Card, from provisional credit to final resolution, you will be notified. Generally, we’ll send a paper letter to the address we have on file. From time to time we’ll email you the resolution.
Can I cancel a dispute?
Yes. Email us at email@example.com, or call us at 1-800-827-6526 (Mon–Fri: 6 a.m.–9 p.m. PT, Sat–Sun: 8 a.m.–6 p.m. PT ).
What kind of documentation can I provide to support my case?
If you’ve cancelled the transaction, you can show any correspondence between you and the merchant to help validate your dispute. Cancellation confirmation numbers help too.
If you were supposed to receive a credit, you can provide a copy of the credit slip or evidence showing the merchant promised to honor your request.
If you’ve returned items to the merchant, you can provide confirmation of return, including the full return address.
What should I do before returning merchandise?
We always advise you to check the merchant's return policy because every policy can have different requirements. For example, some merchants require a Return Merchandise Authorization (RMA) number.
When you do return a product, we recommend using a service that can provide a delivery confirmation with the full address.
Can a dispute impact my credit score?
No, disputing a transaction has no impact to your credit score.
Can I dispute a transaction because I was inconvenienced, or I didn't receive an expected rebate?
Although the merchant may have not meet your expectations, the transaction can’t be disputed if you received the goods or services you purchased.
Consider working with the merchant directly for resolution.
Why did I only receive a partial credit for the dispute I filed?
Some merchants refuse to refund shipping, restocking fees or handling charges for a transaction. In these circumstances, you would need to work with the merchant directly to recover those funds.
I was told the dispute was resolved in my favor, but now the merchant is requesting the funds from me directly?
Unfortunately, the dispute process is not legally binding and does not have any control over decisions the merchant may make with collection agencies or legal action.
A merchant may choose to pursue the collection of funds outside of the dispute process even if the case was decided in your favor.
Why is a pending charge showing for a different amount than I expected?
In some cases, the merchant may authorize a different amount than the actual charge. This happens frequently for gas stations and hotel charges. Typically the merchant will post the charge for the correct amount and no dispute will be necessary. If the merchant does post the transaction for an incorrect amount, and is unwilling to resolve the issue directly with you, feel free to contact us to file a dispute.
What are other options to resolve my issue outside of the dispute process?
There are a few things you can do to protect yourself if the merchant is refusing to help.
We recommend visiting this U.S. government site for filing consumer complaints, which offers information about complaints to:
- Your consumer protection agency
- The Better Business Bureau (BBB)
- The Federal Trade Commission (FTC)
- Your State Attorney General
- Econsumer.gov, if the purchase was with a foreign merchant
We know disputes are not fun. Hopefully, one of these options can help you resolve yours.