1. Following this guide, please log in to your Reap Dashboard and freeze your Reap Card as soon as possible.

   

2. Please contact Customer Success Team to order a new replacement card, if the lost/stolen card is a physical card.

3. If you suspect a fraudulent transaction has been made without your consent. Please report to our Customer Success Team with the transaction ID provided. Please also refer to the appendix for the request for information. Please provide as much information as you could in the chargeback request.

   

Please note that the chargeback request must be reported within 120 days. If you have previously provided your card information to a known merchant, the user must show evidence of failure to receive a refund or be unable to contact the merchant in order to raise a chargeback.

A chargeback normally takes 3 - 4 months to conclude with a result. If the dispute is won, we will credit the disputed fee back to your card. But if the dispute is lost, your company will be required to settle the payment.

In order to help you resolve the issue as quickly and efficiently as possible, we kindly request that you provide us with the following information and evidence to support your claim:

Transaction Details:

1. Transaction ID

2. Transaction date

3. Transaction amount

4. Merchant name

5. Description of the goods or services purchased

Cardholder Information:

1. Cardholder registered email

2. Full name of the cardholder

Card Details:

1. Card number (last 4 digits)

2. Expiration date

Dispute Reason:

Please provide a clear and detailed explanation of the reason for the dispute (e.g., unauthorized transaction, billing error, non-receipt of goods/services, etc.).

Supporting Documentation:

Please provide any evidence supporting the dispute claim (e.g., receipts, invoices, emails, shipping/tracking information, proof of cancellation, etc.).

Communication with Merchant:

Please provide documentation of attempts to resolve the issue directly with the merchant (e.g., emails, letters, chat logs, etc.).

Police Report or Affidavit (if applicable):

Please provide a police report or affidavit, if applicable.

Timeline of Events:

Please provide a clear and chronological timeline of the events leading up to the dispute.

Once we receive the required information, our dedicated team will thoroughly review the case. After validating the dispute request from the cardholder, we will initiate the dispute process with Visa promptly.