Disputing a Charge

Do I have to pay the disputed amount?

During the investigation, you won’t be responsible for the disputed charge—it will be removed from the required payment until it’s resolved, and you should continue to make at least the minimum payment on your Petal card balance if there is one. When the investigation is finished, we’ll send you a letter with our findings and let you know if you’re responsible for the charge. 

Will I be charged interest on my disputed charge?

If you dispute a charge, you won’t be charged interest on that purchase during the investigation—we’ll add a provisional credit and debit to your account (read below for more info). However, if we find you to be responsible for the charge, you’ll also be responsible for any interest that would have accrued on the transaction. 

What’s the provisional credit on my activity feed?

When we start reviewing a disputed charge, you will see a 'provisional' credit on your activity feed. A 'provisional' credit is a temporary credit we place on your account after you have filed a dispute so you don’t have to pay for the transaction while we’re investigating. Although you don’t have to pay for it during the investigation, you can’t spend it either. When we finish the investigation, we’ll send you a letter with our findings and we’ll either permanently apply or remove the provisional credit from your account depending on the outcome.

Can I dispute a package that was lost or stolen after delivery?

Petal does not offer purchase protection for lost or stolen items after delivery. If your package was lost or stolen, we recommend contacting the merchant or reaching out to your local police department to notify them of the theft. 

Can I cancel a dispute I already submitted?

You sure can! Just give us a ring at 1-855-697-3825, and we’ll take care of it for you. 

Can I dispute a pending charge?

A charge that is pending cannot be investigated, so please wait until the charge posts before filing a billing dispute.

How long will it take to resolve a dispute?

Dispute investigations are usually resolved within 30 to 60 days, but it can take up to 90 days—we’ll be sure to keep you updated along the way! You can also check out the status of your dispute by clicking on the disputed transaction in your Activity Feed.

How long do I have to submit a dispute?

Once a transaction appears on your statement, you have 60 days to file a dispute in-app. If the transaction is outside of the 60-day window, or if you believe there was fraudulent activity on your account, give us a call and we’ll help sort it out.

What information is most helpful for a dispute?

You may be asked for some evidence to back up your claim, such as:

  • Copies of the original invoice, receipt or contracts.
  • Copies of email or written correspondence with the merchant.

Are there any restrictions on submitting a dispute for a charge error?

Yes, there are a few things to keep in mind when submitting a dispute for a charge error:

  • The purchase must have been made in your home state or within 100 miles of your current mailing address, and you must have paid more than $50 (if we advertised this product to you, or if we own the company that sold you the product, you can disregard these restrictions).
  • You need to have used your Petal credit card for the purchase
  • The purchase cannot be fully paid off 

For more information on filing a dispute, please refer to the Cardholder Agreement.

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