File a dispute

How to file a dispute

Updated over a week ago

How to file a dispute

To initiate the dispute process, simply click here.

What type of transactions can I dispute?

You can dispute most transaction types, however, Atlas doesn’t accept disputes for certain transaction types, including those related to certain Atlas features. These include:

    • Bill payments you make with Atlas

    • Payments made to Atlas

    • Your monthly or annual membership fee

Additionally, we cannot file a dispute after 90 days from when the transaction was made.

When I file a dispute, what information should I include?

Documentation helps us investigate disputes. If you can, please include the following:

  • Receipts or invoices

  • Information about delivery and shipping

  • Confirmation email(s)

  • Tracking number(s)

  • Any conversations you've had with the merchant about the order(s)

  • Photos of the defective or damaged merchandise

  • Description of the item on the merchant's website, with a link to the page

  • Evidence that the price you paid differs from the listed price

  • Requests to cancel or stop the transaction in writing

What happens after filing a dispute?

Depending on the transaction and dispute type, we may need 45 to 90 days to investigate your dispute. If we can't complete our investigation within ten business days (20 business days for new accounts), we may apply a temporary credit to your account. Once our investigation is complete, we'll send you an email with our final decision.

If you have any further questions or concerns, please don't hesitate to reach out to us.

Is there a faster way to resolve an issue with a charge?

If you contact the merchant directly, they may cancel or reverse the transaction. Try doing a web search for the merchant's name plus "dispute charge" to get started.

If the merchant reverses the transaction, it may take 5 to 7 business days for your account balance and transaction history to update.

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