If filed a dispute - what happens next?

What to Expect after Opening a Dispute:

Your claim will be referred to the Dispute department immediately.

Regarding your dispute type:

  • If your dispute is regarding unauthorized transaction(s), your Instant card is presumed to be compromised, and is now blocked to protect remaining funds on your account. You cannot use this card any longer, and will need to get a replacement card from your Manager.
      1. Do not create a new Instant Account. Sign into your Instant account to connect your new card from Settings > Connect a new Instant Card. Your funds will automatically move over to your new card as well as your transactions and recent purchase history.
      2. See this FAQ for more details on connecting a new Instant card.
  • If you opened a dispute due to a service issue with a merchant or an ATM non-dispense issue, your card remains active for use. 

How long can I expect to wait for a resolution?

  • Legally, a dispute resolution could take up to 45 to 90 days depending on the type of transaction.That being said, most of our disputes are solved within the first 2-3 weeks.
  • Our disputes team will contact you by email (from GPRdisputes@Incomm.com) within 10 business days with an update on your case. During the dispute process, you may also email this address to request a status update, or connect with Instant chat support who can reference your account for any updates. 

We know 45-90 days seems like a long time - That’s why we have a Provisional Credit:

  • A provisional credit may be applied to your account in the event that the dispute takes longer than 10  business days to be solved, and as long as your dispute type is eligible.
  • If you submitted the dispute from a call or chat, you will receive an email with an attached Dispute Package from GPRdisputes@Incomm.com to collect additional information about your disputed transactions. To be considered for a provisional credit, you must return one completed Dispute Package to GPRdisputes@Incomm.com within 10 business days.
  • If you do not get the dispute package within 1 business day, please check your Junk or Spam folder for an email from us. If you cannot locate this form, please let us know so we can resend it to you.
  • In the event the dispute case is resolved and no transaction error is found, any provisional credit issued will need to be returned to Instant.