How Do I Fix a Billing Mistake From a Vendor We Actually Used? (Merchant Errors in Ramp)

Quick answer: If a vendor your church knowingly did business with charged you incorrectly — a duplicate charge, the wrong amount, or items never delivered — contact the vendor first and ask for a refund. If they don't fix it within 10 business days, file a dispute on the transaction in Ramp with your proof attached.

This is different from fraud. Fraud means a stranger stole your card information. A merchant error means you authorized a purchase, but the vendor made a billing mistake. Because you approved the original charge, the card network (Visa) requires you to give the vendor a chance to fix it before a dispute can be filed.

Step-by-Step Resolution

Step 1: Contact the vendor first (required)

Email or call the vendor and ask them to correct the charge. Save proof of this contact — a copy of the email thread, a screenshot of a support chat, or notes from the call. Visa will reject the dispute without evidence that you tried to resolve it directly first.

Step 2: Wait for the charge to settle

Billing-error disputes cannot be filed while a charge shows as "Pending."

• Allow 1–3 business days for the charge to fully post in Ramp.

• If the vendor promised a refund, allow 7–10 business days for the credit to appear.

Step 3: File the dispute in Ramp

If 10 business days pass with no correction:

1. Open the settled transaction in Ramp.

2. Click Dispute transaction and choose "I was charged incorrectly" (or "I didn't get what I paid for").

3. Select the matching sub-reason (for example, Duplicate Charge).

4. Upload your proof of vendor contact and submit.

Step 4: If the vendor refunds you after you filed

Sometimes filing a dispute prompts the vendor to finally issue the refund. If the refund appears after your dispute is filed, notify Church Admin right away so the dispute can be canceled before Visa locks it in. To cancel it yourself: log in to Ramp on a computer (not the mobile app), filter by Charge status – Dispute in progress, open the transaction, and click Cancel dispute.

Frequently Asked Questions

Why can't I just mark it as fraud to speed things up? Marking an authorized charge as fraud forces Ramp to permanently shut down that card. If the card also pays for church subscriptions, those payments will break. Only use the fraud option for truly unauthorized charges.

Only part of my order arrived. Can I dispute the whole charge? No — dispute only the dollar amount of the missing items. Ramp lets you enter a partial amount when filing under "I didn't get what I paid for."

What counts as good evidence? An email thread with the vendor, a screenshot of a support chat, or a written refund promise that was never honored.

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