Card disputes

If a charge is wrong, fraudulent, or never delivered, file a dispute. We work with Visa to investigate and refund.

If something’s wrong with a charge on your Glide card, file a dispute. We’ll work with Visa and the merchant on your behalf. Most disputes resolve in 30–90 days; many resolve faster.

When to file a dispute

You can dispute a charge for any of these reasons:

• Unauthorized — you didn’t make this charge and don’t recognize the merchant.
• Duplicate — you were charged twice for the same purchase.
• Wrong amount — the charge doesn’t match the receipt or what was agreed.
• Not received — you paid for something that never arrived.
• Defective or not as described — the goods or services didn’t match what was advertised.
• Subscription cancelled but still billed — you cancelled but the merchant kept charging.

Try to contact the merchant first for non-fraud cases. Most disputes resolve faster if the merchant just refunds you directly.

How to file

1. Find the charge

   From your dashboard, tap the transaction (in your card history or in your activity feed).

2. Tap Dispute this charge

   The dispute form opens with the charge auto-populated.

3. Pick a reason and add detail

   Choose the dispute reason that fits. Add any context that helps — an order number, a screenshot of the listing, the merchant’s response if they refused to refund, a copy of the email you sent to cancel.

4. Submit

   Glide files the dispute with Visa. We notify the merchant. The provisional credit lands in your account in 1–3 business days while the investigation runs.

What happens next

Stage	What you see	Timeline
Provisional credit	Funds returned pending investigation	1–3 business days
Merchant response	Merchant has 30 days to provide evidence	Up to 30 days
Visa decision	Win or loss based on Visa’s rules	30–90 days total
Resolution	Provisional credit either becomes permanent (you win) or is reversed (merchant wins)	At decision

If the merchant wins the dispute, the provisional credit reverses. You can appeal once with new evidence.

Fraud disputes

For unauthorized charges, the dispute is fast-tracked: provisional credit is immediate, and the card is auto-frozen pending replacement. Tap Replace card from the same screen to issue a new one with a new PAN.

If we detect a pattern (e.g., multiple unauthorized charges in a short window), we’ll proactively freeze the card and notify you. Don’t wait for us — if you see a charge you don’t recognize, freeze immediately and dispute.

What you don’t pay

Glide doesn’t charge a fee for filing a dispute. Visa’s chargeback fee, where applicable, is paid by the merchant.

Tips that help your dispute win

• Have a paper trail. Save receipts, emails, screenshots, and any cancellation confirmations.
• File quickly. Visa requires disputes within 60–120 days of the charge depending on reason.
• Try the merchant first. A clear “I asked for a refund and they refused” record helps the dispute.
• Be specific. “Charged $500, ordered$50 product” is stronger than “wrong amount.”

Next

• Card limits and controls
• Two-factor authentication