Unauthorised Payment Claim
If a customer’s credit card account reflects activity or transactions that are processed by Flo2Cash and the customer did not authorize, the customer can file an Unauthorized Activity Claim and Flo2Cash will investigate.
Step 1 - Identify unauthorized activity
If there have been transactions or other activity in your account that is processed by Flo2Cash and you did not authorize, Flo2Cash is here to help. Before filing a claim, make sure that the suspicious activity wasn’t due to a family member using your account or an unknown transaction wasn’t due to a reoccurring payment, like a subscription.
Flo2Cash will help you resolve the issue by reviewing the details of your claim, and if your claim involves a transaction, we may ask for information from the merchant. We try to resolve claims within 10 days, but it may take longer.
Step 2 – Submit claim details
By contacting Flo2Cash’s Resolution Center, you’ll be asked to provide as much information as you can about the unauthorized activity or transaction.
When you file a claim, you’ll be asked to give specific examples about the changes made to your account or as much information as you can about unauthorized transactions that were made. For every transaction you are disputing, you will receive an email to let you know we are investigating it. You can always get a status update on the investigation or cancel your claim by contacting the Flo2Cash Resolution Center.
Once the claim has been processed, you'll receive an email from Flo2Cash confirming the details of the case. If your claim includes multiple transactions, you’ll receive an email for each transaction.
Step 3 - Flo2Cash initial review
After receiving your information, Flo2Cash will begin an initial review of your information. We will contact any merchants connected to any transactions you identified as unauthorized. We will also take security measures on your account if needed to prevent any further unauthorized activity.
During this initial review, we may be able to determine if your claim is valid. If we were able to determine that the activity you filed a claim on wasn’t unauthorized, we will resolve and close the claim.
Step 4 - Merchant responds to claim
If your claim includes transactions that you did not authorize, the merchant(s) will be notified of your claim to respond through the Flo2Cash Resolution Center. Merchants often have information that will help us validate your unauthorized claim. We will let you know when the merchant responds.
When the merchant(s) responds to your claim, Flo2Cash will send you an email.
Step 5 – Flo2Cash reviews and resolves claim
After Flo2Cash has gathered all the necessary information, a Flo2Cash Fraud Specialist will investigate fully and resolve the claim. You will receive refunds for any transactions that are determined to be unauthorized. Once a final decision is made by the Fraud Specialist, your case will be closed. You will be notified by email.
