If the option is enabled for your role, you can submit a dispute in PaymentNet; however, to complete the comprehensive dispute process, additional steps may be required that are outside the scope of what must be completed within the PaymentNet interface. The steps below include many of the expanded dispute procedures you should follow to resolve a disputed transaction. These procedures are primarily designed for cardholders and program administrators. For details on VISA and MasterCard chargeback time frames, see VISA Chargeback Time Frames and MasterCard Chargeback Time Frames.
You can dispute a transaction at any time after the transaction date; however, you should first contact the merchant to try to resolve the dispute before contacting J.P. Morgan.
If you cannot resolve the dispute with the merchant, you must send a dispute notification to the Dispute Department. Any attempt to resolve the dispute with the merchant should be included in the dispute letter, as well as reference to the account number, disputed amount, transaction and post date, merchant name, and a detailed reason for the dispute.
You can contact the J.P. Morgan Dispute Department at the following address:
Commercial Card Disputes Chase
OH1-0553
PO BOX 182918
Columbus, OH 43272-5543
The Dispute Department has five business days upon receipt of the dispute notification to start the research process.
Some disputes require the merchant to provide a sales draft prior to chargeback. J.P. Morgan allows the merchant 30 days to provide the requested sales draft.
In most cases, a credit is placed on the account once a chargeback is processed. As a cardholder, you may receive a temporary dispute credit once the dispute is received. If the merchant contests the chargeback, J.P. Morgan forwards the merchant’s rebuttal back to you for review and requests that you respond to J.P. Morgan if you continue to dispute the charge.
Once a chargeback has been keyed, it is in the merchant’s hands and cannot be reversed by J.P. Morgan. If the merchant does not contest the chargeback, regardless of whether or not the charge is valid, J.P. Morgan will post the chargeback credit to your account. Consequently, you must be certain the charge is invalid before sending the dispute notice.
If the dispute is in regard to tax, you must remember that you are responsible to ensure your tax exempt ID number is provided to the merchant at the time of the sale. If you fail to inform the merchant that no tax should be charged, then the merchant is indeed authorized to post the full amount, including tax, and J.P. Morgan has no dispute rights. If you sign the receipt for the full amount, including tax, J.P. Morgan has no dispute rights. If the tax ID number was provided but you were still charged the tax, then you must include that information in the dispute letter.
While J.P. Morgan is investigating the dispute, the charge remains in dispute status. If you require a temporary credit, you will receive a credit when the dispute is received. Placing a charge in dispute does not take that amount from the outstanding balance; it simply keeps the disputed amount from finance charge and payment calculations.