How to Report Suspected Fraudulent Transactions?

Updated

Who this is for: Reap cardholders and account admins

What this article covers: What to do if you spot a transaction you do not recognise, including how to freeze your card, report the issue to Reap, and initiate a chargeback if needed.

Overview

If you see a charge on your Reap card that you do not recognise, act quickly. Freezing the card and reporting it as soon as possible helps prevent further unauthorised activity and gives your case the best chance of a successful outcome.

Jump to

Step 1: Freeze your card immediately

Freezing the affected card stops any new charges from being processed while the issue is under review.

  1. Log in to your Reap dashboard at https://dashboard.reap.global/login.
  2. In the left sidebar, go to Cards, then click Cards.

  3. Click the affected card to open its detail panel.

  4. In the card detail panel, click Freeze card.

  5. A pop-up will appear asking you to select a reason. Choose Suspected fraud.

  6. Click Continue.

  7. Enter your password to confirm the freeze.

  8. You will see a confirmation that the card is now frozen.

If the card is a physical card that has been lost or stolen, request a replacement card at the same time. See How do I replace my physical card?.

Step 2: Report the transaction to Reap

After freezing the card, send a report to Reap using the email address registered on your Reap account. All dispute-related communication is handled by email so each case is properly documented.

Include as much of the following as possible in your email:

Cardholder details

  • Registered email address
  • Full name
  • Business UUID

Card details

  • Last 4 digits of the card
  • Expiration date

Transaction details

  • Transaction ID
  • Transaction date and amount
  • Merchant name
  • Description of what was purchased

Supporting documents

  • Receipts, invoices, or order confirmations
  • Proof of cancellation
  • Any communication with the merchant
  • Evidence that you tried to resolve the issue directly with the merchant
  • Police report or statutory declaration, if applicable

Not sure where to send your report? See Know who to talk to @ Reap.

Step 3: Initiate a chargeback if needed

A chargeback is a formal dispute raised through the card network. If Reap determines the transaction is eligible, a chargeback case will be opened on your behalf.

Important: A chargeback can only be filed on a transaction with a Cleared status. If the transaction is still Pending, it cannot be disputed yet. Wait for it to clear before proceeding.

Chargeback requests must be raised within 70 days of the transaction date.

Before submitting a chargeback request, you must first attempt to resolve the issue directly with the merchant. Contact the merchant and ask them to reverse or refund the charge. Keep a record of your communication (e.g. email thread, chat log) — this documentation is required as part of your chargeback submission.

Once you have contacted the merchant and the issue remains unresolved, complete and submit the Dispute Form

What to expect

  • Chargeback reviews typically take 3 to 4 months
  • If the dispute is successful, the disputed amount will be credited back to the card
  • If the dispute is unsuccessful, the company remains responsible for settling the payment

Frequently Asked Questions

How quickly do I need to report a fraudulent transaction?

As soon as possible. Chargeback requests must be raised within 70 days of the transaction date. The sooner you report, the better.

Can I freeze my card from the mobile app?

Yes. You can freeze a card from both the Reap dashboard and the Reap mobile app.

What is the difference between fraud reporting and a chargeback?

Fraud reporting is the first step: you notify Reap of the suspicious transaction. A chargeback is the formal dispute process through the card network, which Reap initiates on your behalf if the transaction is eligible.

How long does a chargeback take?

Typically 3 to 4 months. The timeline depends on the card network and the evidence provided.

What if my chargeback is unsuccessful?

The company remains responsible for settling the payment. Contact our support team if you need guidance on what to do next.

Contact our Support Team

If you have questions or need assistance, contact our support team via the Live Chat in the Reap Dashboard (bottom right corner) or email us at hello@reap.global

For more information, visit Know who to talk to at Reap.

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