What to do after reporting a transaction?

We understand that detecting an unfamiliar transaction can raise concerns. Once you have reported a transaction from your Clara platform, we begin an exhaustive review process alongside the operating arbitrator to resolve the situation.

Here we explain the steps and timelines you should consider:

1. Status Validation

Before worrying, check the transaction status. If it is marked as "Notification" or "Pending", the charge has not yet been collected. The merchant may take 8 to 15 business days to change this status to "Authorized."

2. Response Times and Temporary Credit

Once the claim is filed, our team will conduct an initial analysis:

3. Ruling Outcomes

Regardless of the outcome, we will notify you immediately through the platform and via email.

If the ruling is "Approved" (In your favor):

• If you received a temporary credit, it becomes permanent.

• If no prior credit was made, you will see the amount reflected in the account statement following the final ruling.

If the ruling is "Rejected" (Against):

• The temporary credit (if any) will be debited from your account.

• Administrative Fee: A fee of $500 MXN will be applied for non-meritorious claims.

Clara Suggestion: We recommend always verifying transactions with your team before reporting them, to avoid additional charges for claims that turn out to be legitimate purchases.