How are disputes handled?

In order to reduce the number of billing errors and disputes, SEA Card® Online Program provides SEA Card® Customers with the opportunity to confirm delivery fulfillment details, including quantity uplifted and fuel type, before transaction data is ever processed. In the event delivery fulfillment details entered by a merchant are disputed by a customer, SEA Card® Online Program generates an email. This email is sent to the appropriate SEA Card® Merchant, DLA Energy Bunker Contracting Officer, and SEA Card® Support Team.

For disputes concerning contract purchases, DLA Energy communicates directly with the SEA Card® Merchant.

For disputes concerning non-contract purchases and non-fuel charges, the SEA Card® Support Team communicates with both the vessel and merchant, as appropriate, in order to facilitate dispute resolution.