If something went wrong with a purchase you made on a Fluz Virtual Card, let us know so we can look into it. Here's how to report it, what happens next, and how long it takes.
This article covers transactions made with a Fluz Virtual Card. If you're seeing a charge from Fluz on an outside bank or credit card statement, see I see charges from Fluz, but I don't recognize them.
Start with the investigation request form
The fastest way to reach the Virtual Card Disputes team is the Request to Investigate a Virtual Card Transaction form.
It's called a request to investigate rather than a dispute on purpose. Submitting it opens an investigation with our team. It does not file a dispute with the bank at that stage—that will come later, if the investigation supports it.
You can also reach us in the app under Help, or by phone. The form is faster, because it collects everything the team needs in one pass.
What you'll need
The email address on your Fluz account
The name on the card
The Purchase ID
The original transaction amount, and the amount you want investigated if it's different
The merchant name, and where the purchase happened — online, in store, digital wallet, or by phone
A reason, and as much detail as you can give
Supporting documents, if you have them — receipts, order confirmations, messages with the merchant, photos of what arrived
You can find your Purchase ID, transaction date, amount and merchant name in your Virtual Card transaction history.
If the merchant name looks unfamiliar, check What is a transaction descriptor? before reporting—descriptors often differ from a merchant's storefront name.
Try the merchant first
If your order never arrived, the item wasn't what was described, a refund never came through, or a subscription kept billing after you cancelled, contact the merchant first. We can't open that kind of claim until you've tried and it didn't get resolved. Tell us what they said in the form—that record is part of the case.
There are two situations where you shouldn't wait:
You didn't authorize the charge. Report it right away, and freeze the card in the Fluz app to stop anything else going through.
You were charged the wrong amount, charged twice, or a transaction is missing or wrong in your history. These are errors on your account rather than merchant problems, so there's nothing to take up with the merchant first.
What happens after you submit
We review your request within 7 business days. The team may come back to you for more information or documentation.
We decide whether to file a dispute with the bank. If we file, you'll get a separate notification confirming it.
The bank resolves the dispute. Once a dispute is filed, the bank's resolution timeline typically runs 60 to 75 business days. If it's decided in your favor, the funds return to your Fluz Balance.
Everything the team sends you comes from [email protected]. Add it to your contacts so replies don't land in spam.
What reporting does and doesn't mean
Reporting a transaction isn't held against you. If you tell us a charge was unauthorized, we never set that aside because we think it might not be.
If your report involves someone else getting access to your card or account, we may freeze the card, or the account, while we work out what happened. That's to stop further charges reaching you, not a penalty.
Report as soon as you can
For errors on your account—unauthorized charges, wrong amounts, duplicates, a transaction that's missing or wrong in your history—report within 60 days of the earlier of: the date you accessed your Fluz account where the transaction history shows the problem, or the date we sent you a written transaction history that first shows it.
For merchant problems, card network rules generally require a dispute to be filed within 120 days of the transaction date. Some exceptions apply where delivery is scheduled for a future date: airline tickets, event tickets, or custom-order merchandise, for example.
Report it either way. These windows affect what tools we have available, not whether you should tell us. If you're outside a window, we'll still review your case and tell you what your options are.
What we can't investigate
Charges on a non-Fluz card. If a charge appears on your own bank or credit card, contact that issuer directly.
Transactions the merchant already refunded. Refunds post back to your Fluz Balance automatically, normally within 2 business days of us receiving them. See How do I process a refund request for Fluz Virtual Cards?
Buyer's remorse. If you received exactly what was advertised and changed your mind, ask the merchant about their return policy.
Knowingly reporting a false claim is fraud, and may result in your Fluz account being closed.
FAQ
Is there a fee?
Is there a fee?
No. There's no fee to ask us to investigate a Virtual Card transaction.
Can I dispute part of a charge?
Can I dispute part of a charge?
Yes. The form asks for the original transaction amount and the amount you want investigated separately, so enter the amount in question.
What if the decision doesn't go my way?
What if the decision doesn't go my way?
Either side can appeal a bank's decision. If you have new evidence, send it to [email protected] and we'll tell you whether it changes anything.
Can I check the status myself?
Can I check the status myself?
Not yet. Reply to the thread from [email protected], or contact us with your Purchase ID and we'll check where it stands.
Where do I find my rights as a cardholder?
Where do I find my rights as a cardholder?
The Cardholder Agreement for your Virtual Card program sets out your rights in full, including how errors are resolved. It's available in the Fluz app and identifies your issuing bank.
Still stuck?
If you've submitted the form and haven't heard back, or you can't submit it, contact us with:
The email address on your Fluz account
The Purchase ID and the last 4 digits of the Virtual Card
The transaction date, merchant name, and amount
The date you submitted the form, if you did
A screenshot of any error you're seeing
More questions? Feel free to call our Customer Hotline at +1 888 960 0526. You can also use the Chat option at the bottom of your screen, or if you're on the app, go to Help and chat with us.
Fluz is a financial technology company, not a bank. Banking services provided by partner banks, members FDIC.