Context

If you notice an unauthorized or fraudulent charge on your Meow card, you can request a dispute through our support team. We work with our card issuer, Airwallex, to handle all dispute cases on your behalf.

Answer

To dispute a charge on your Meow card, follow these steps:

1. Contact our support team with the following information:

   • Last 4 digits of the card used

   • Dates of disputed transactions

   • Dollar amounts of disputed transactions

   • Merchant names of disputed transactions

2. We'll submit the dispute to our card issuer, Airwallex, on your behalf

3. Freeze your card immediately if you suspect it's been compromised to prevent additional unauthorized charges

4. Create new virtual cards on your Meow dashboard as needed while the dispute is being processed

Important notes about the dispute process:

• You must attempt to resolve the issue with the merchant first and provide evidence of this attempt (such as email correspondence) when filing a dispute to maximize the probability of success

• Disputes typically take approximately 60 days to resolve

• For chip-based transactions (physical card payments), disputes may not be possible under VISA policy as these are considered valid transactions

• You may receive direct communication from Airwallex regarding your dispute case

• If your dispute is successful, funds will be refunded to your account wallet

Security recommendation: If unauthorized charges occur, we strongly recommend canceling the compromised card completely and creating a new one to prevent future fraudulent activity.

Before filing a dispute, double-check your email and transaction history to ensure the charge wasn't made by a colleague or for a legitimate business expense that you may have forgotten about. Also verify that the charge is not pending, as disputes can only be filed for settled transactions.