Returns, Credits and Disputed Items

You are responsible for following up with merchant or bank on any erroneous charges, disputed items or returns as soon as possible. Disputed billings can result from failure to receive the goods charged, defective merchandise, incorrect dollar amounts, duplicate charges, credit not processed, as well as fraud and misuse.

If you have a problem with a purchased item or a billing resulting from use of the VISA Purchasing Card, you should first try to reach a resolution with the supplier that provided the item. In most cases disputes can be resolved directly between the card holder and the supplier.


Referring to your receipt, request from the merchant that a credit be placed on your card account. If the item was shipped, refer to the shipping form you kept with your purchase record.


A credit should be issued for any item that the supplier has approved for return. the credit will appear on a subsequent statement. Any item purchased with the VISA Purchasing Card that is returned must be returned for credit. Do not accept a refund in cash or check format. Make sure you keep documentation of credits, returns and exchanges with your purchase record.

Disputed Items

If you have a disputed charge and cannot reach resolution with the supplier, complete the Elan Visa Purchasing Card billing Inquiry Form and send it to Elan Financial Services with a copy to your Agency Purchasing Card Coordinator. This written notice of dispute must be received by Elan within 60 days of the date that Elan sent the first statement or transaction file.