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Following up on a Dispute

  • Updated

How can I view my ongoing dispute?

You can check the status of your dispute by opening the Venmo app and navigating to the Disputes section of the app.

  1. Go to the "Me" tab by tapping your picture or initials
  2. Tap the Settings icon near the top of the screen
  3. Tap “Get Help”
  4. Select “Disputes"

Once there, you can view the details of any ongoing disputes.

 

How can I submit requested information for my ongoing dispute?

If we’ve requested additional information, you can upload it in the Disputes section inside the Venmo app.

  1. Go to the "Me" tab by tapping your picture or initials
  2. Tap the Settings icon near the top of the screen
  3. Tap “Get Help”
  4. Select “Disputes”
  5. Got to that specific dispute, and tap “Submit” on the prompt stating “We need more information”

In this section, you can upload any documents that may be beneficial to your dispute. You’ll also be provided with the option to add any details that are important for this dispute.

 

What type of documentation is acceptable for my dispute?

Please check this table to understand the type of evidence you can provide for your dispute:

Buyer Evidence
Item not Received 
  • Additional item info:
    • Item name
    • Description
    • URL
  • Explanation of why the issue was not resolved in person (for items to be collected or delivered in person)
Significantly not as Described 
  • Explain the extent of the damage to the item
  • Explain how the item you received significantly differs from the item advertised
  • Original item listing vs photos of item received brief
    • Explanation of the difference between the items
  • Explanation of why the issue was not resolved in person (for items to be collected or delivered in person)
Credit not Processed 
  • Proof showing the seller promised a credit
  • Proof the seller is willing but unable to issue credit
  • Bank or CC Statement showing missing withdrawal
Duplicate
  • Proof of multiple payments for same item or service
Paid by Other Means
  • Proof of payment for the same item or service by other means
Incorrect Transaction Amount 
  • Bank or CC statement showing withdrawal amount does not match Venmo account
  • Receipt or invoice showing a different amount

 

Seller Evidence
Item not Received 

Physical Items

  • Provide tracking information
  • Provide conversations between you and the buyer

Nonphysical Items

  • Provided proof to verify the transfer of the goods or completion of the service
  • Provide a clear explanation as to which component or part of the evidence is relevant
    • Explain how it verifies the transfer of the goods or completion of the service
Significantly not as Described 

Physical Items

  • Original item listing (photos, URL)
  • Communication between you and the buyer showing terms of sale, attempts to resolve, etc.
  • Evidence or explanation of why item was delivered as described

Nonphysical Items

  • Provided proof to verify the transfer of the goods or completion of the service
  • Provide a clear explanation as to which component or part of the evidence is relevant
    • Explain how it verifies the transfer of the goods or completion of the service
Credit not Processed 
  • Proof the transaction was not cancelled
  • Proof the item was not returned
  • Proof the buyer was credited through Venmo or another method
Duplicate
  • Proof charges were for different items or services
  • Proof multiple items were sent to buyer
  • Proof customer credited through Venmo or another method
Paid by Other Means
  • Proof charges were for different items or services
  • Proof multiple items were sent to buyer
  • Proof customer credited through Venmo or another method
Incorrect Transaction Amount 
  • Receipt or invoice showing breakdown of charges matching transaction amount
  • Proof customer credited through Venmo or another method

 

How can I cancel my dispute?

You’re able to cancel your dispute at any time in the Venmo app.

  1. Go to the "Me" tab by tapping your picture or initials
  2. Tap the Settings icon near the top of the screen
  3. Tap “Get Help”
  4. Select “Disputes”
  5. Tap the dispute you want to cancel
  6. Select “Cancel Dispute” and follow the prompts

After completing the prompts, you will see a canceled tag next to your dispute.

 

I am having trouble canceling my unauthorized dispute.

Due to your original dispute having to do with potential unauthorized activity on your Venmo account, we’ll need to allow our specialized team to review your Venmo account for potential security concerns. You can track any updates to your dispute by navigating to the Disputes section in the app.  

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