Dispute Claim: Charged More Than Once

Overview

Paid by Other Means (achieved through the Charged More than Once questionnaire) requests that the account holder provide proof of payment. This document requirement will show a special notice on the Case Status Widget.

The instructions provided here include specific responses for freeform fields.

Resources

Mastercard Charged More than Once questionnaire

Visa Charged More than Once questionnaire

Open Claim with a Document Requirement

How-To

Step 1: Answer “Which of the following would you like to report?” with “I made this purchase, but there is a problem and I need to dispute it.”

Step 2: Answer “Which of the following best describes the reason for your dispute?” with “I was charged more than once.”

Step 3: Click the Continue button

Step 4: Locate and select the disputed transaction(s) or click Manually add the transaction to add a transaction to the claim, click the Continue button

Step 5: Answer the additional questions, then click the Continue button

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Answer “Is the valid transaction on this same account?” with “No”
Answer “Is the other transaction on a Quavo card?” with “No”
Under “What was the other form of payment?” select “Another card”
Answer “Did you attempt to resolve with the merchant?” with “Yes”
If prompted, enter the following in the “Please explain” freeform box:
I went back to the store and asked if they could refund me but they said they had no record of the second payment.
If prompted, answer “Do you have any additional information that should be provided to the merchant regarding your dispute?” with “No”
Answer “Do you have any additional information to provide about this dispute?” with “No”