An authorized transaction is a transaction made with your Wealthsimple Cash card that you made. With authorized transactions, you know when, where, and why you made the transaction. 

Tip: If you don't recognize a charge, you can dispute a transaction that you did not approve (an unauthorized transaction), by following the steps in this article instead.

Wealthsimple can help you dispute an authorized transaction as long as it falls within the guidelines below: 

What we can help you dispute	What we cannot help you dispute
Product or good was not received	Unsatisfactory product (such as not liking the taste of your food)
The product or service was not as described	Unsatisfactory service (such as receiving a bad haircut)
Being overcharged	A transaction older than 90 days
Receiving duplicate charges
Canceled transaction, but still charged
Canceled subscription, but still charged
Cash was not received at an ATM
Missing refund or credit not processed

 

Before starting a dispute

Before contacting Wealthsimple to submit a dispute for an authorized transaction, you must do two things. If you do not do both steps before submitting your dispute, it will automatically be rejected.

1. Get in contact with the merchant
If the merchant can provide a refund or other compensation, you won’t need to contact Wealthsimple. However, if the merchant is unable to resolve your issue, keep notes from your interactions with them. Try to include details like:

• Date and time of purchase

• What was purchased

• Reference number(s) from the purchase receipt

Save all email or chat correspondence you had with the merchant. Try to get written communication that they will not provide a refund, credit, or any other form of compensation for the transaction made with your Wealthsimple Cash card.

2. Wait 15 days after the transaction
You must wait 15 days before you can submit a dispute, as transactions can be reversed within 15 days of the transaction date.

After contacting the merchant and waiting 15 days

After waiting 15 business days and obtaining written communication from the merchant, please reach out to our support team directly.

They will send you a Statement of Disputed Transaction form to fill out. This form is used to investigate your transaction(s) further.

Along with this form, please provide any receipts or interactions with the merchant in an attempt to resolve the dispute. Please also let us know the following:

• Did you recently authorize a subscription/free trial?
• Have you ever had any previous activity with the merchant?
• Do you have the physical card in your possession?
• If No; When was the last time you had your card in your possession?

Frequently asked questions