How to request an explanation?

How can you report a transaction?

1. Log into your Clara platform.
2. Go to the "Transactions" section.
3. Click on the transaction you want to report.
4. Select the option "view status" and then click on "report transaction".
5. Fill in the information we request.
6. Click "send" and you’re done.

How long can it take to resolve a clarification?

The review of the request can take up to 5 days, and depending on the final ruling, it can take up to 45 days, as validations must be carried out with the merchant.

You can check the status of the report whenever you need by following the same process.

Before reporting, keep in mind

Time to report a clarification:

• You have a maximum of 90 days to report an authorized transaction from its transaction date.
• If the card has been stolen or lost, the time to report is 72 hours.

Duplicate transaction:

• Check the status of the transactions; if one is pending and the other is authorized, it will not be charged.
• If both transactions are authorized, please contact us.

Refund from a merchant: 

• We request that you check with the merchant before reporting. Refunds may take up to 15 days to be reflected.