Know the difference between fraud and non-fraud disputes.

Understand how to make the correct disupute and what information you'll need when you contact us.

What kind of dispute do you need to make? 

There are two types of disputes you can make regarding transactions on your card: Fraud and non-fraud disputes. Determining which dispute you need to make is usually as simple as asking, “Do you recognize the transaction or not?”

If you don’t, it’s likely you need to submit a fraud dispute. If you do but have a problem with the transaction, you likely need to discuss a non-fraud dispute with our team.


Fraud Disputes

A fraudulent transaction is when your card is used by a fraudster without your knowledge and permission.
Do you see a card transaction that you don’t recognize? Contact us immediately.

 

How to Report Card Fraud
Call us at 765.497.3328 or 800.627.3328.
Or
Login to Purdue Federal Digital Banking.
Select Lost and Stolen Cards from the main menu under Card Services.

Once you’ve reported a fraud dispute, your card will be blocked so that no further transactions can be approved on the card by the fraudster.


Non-Fraud Disputes

A non-fraud dispute is when you gave your card information out but need to dispute the transaction to get your money back. If you have a transaction you recognize but need to dispute, you can reach out to us to provide information and find a solution at 765.497.3328 or 800.627.3328.

There are a variety of reasons to dispute a transaction besides fraud. Below, you can view reasons for non-fraud disputes and the information needed to make each dispute: 
  • Date transaction and duplicate transaction posted
  • Detailed description of item(s)
  • If this is a recurring charge
  • Date merchant was contacted
  • Merchant response 
  • Detailed description of item(s) being disputed
  • Details regarding why credit needs to be issued
  • Date merchant was contacted
  • Merchant response
  • Proof provided by merchant showing a credit was offered
  • Detailed description of item being disputed
  • Expected date of item(s)
  • Date merchant was contacted to resolve
  • Date merchant was contacted to issue credit
  • Merchant response
Merchandise
  • Detailed description of what was not as described
  • Date merchant was contacted
  • Merchant response        
  • Date merchandise was returned
  • Method of return with tracking number
  • If merchant did not allow the return, please explain the reason
Service
  • Detailed description of what was not as described
  • Date merchant was contacted
  • Merchant response
  • Date canceled
  • Booked arrival date
  • Cancellation date
  • Cancellation number
  • Date merchant was contacted to issue credit
  • Method of contacting the merchant
  • Outcome of the merchant contact
  • Detailed description of merchandise
  • Date of return
  • Reason for merchandise return
  • Method of return
  • Tracking number if applicable
  • Date merchant was notified of cancellation of service
  • Detailed description of service being canceled
  • Reason for cancellation
  • Date merchant was contacted to issue credit
  • Method of contacting the merchant
  • Merchant response
  • Correct amount
  • Detailed description of item(s) being disputed
  • Date merchant was contacted to issue credit
  • Merchant response
  • Receipt if available
  • Other method of payment
  • Date of payment
  • Date merchant was contacted
  • Method of contacting the merchant
  • Merchant response
  • Alternate proof of payment
Visa® requires specific paperwork for disputing some unauthorized charges. We can help you with the necessary paperwork and in some cases provide provisional credit until your dispute is handled. For fraud disputes, we will either correct the error or explain why we believe the transaction was correct within 90 days. For non-fraud disputes, we will either correct the error or explain why we believe the transaction was correct within 60 days.*
*You must notify us no later than 60 days after you receive the first statement from the account from which the non-fraud transactions appeared. You must notify us no later than 90 days after you receive the first statement from the account from which the unauthorized fraud transactions appeared.
View the Credit Cardholder Agreement for terms and conditions.