Hey bunqers 🌈
Was the item that you purchased not delivered, or was the service that you paid for not as described? Is the merchant unreachable or unwilling to help?
What is a refund?
A refund (a.k.a chargeback) is a form of purchase protection by Mastercard. In the case of disagreement between you and the merchant, we can formally dispute the payment via the Mastercard collaboration network. Don't know how to get one? No worries, we’re here to help you 🙌
Don’t forget to check our tips on how to recognize fraud and stay safe
Do you not recognize the payment and suspect that your account has been fraudulently charged? You can learn more what to do here
How can I get a refund?
To request a refund via the app, follow the steps explained here 💸
Unless the transaction is unrecognized, always make sure to contact the merchant regarding the transaction that needs a refund. In most cases the refund is done by the merchant and the whole process takes a couple of business days.
Most merchants would happily assist you in correcting the charge and returning your money. That's why before using Mastercard purchase protection, we ask you to settle your dispute with the merchant.
Tip 💡 We always advise you to contact them by chat or e-mail so you have the transcript of your communication with them. Make sure you share your order reference details with the merchant. This ensures their support team understands your situation correctly, and can provide you with the right solutions.
What happens next?
Once the relevant waiting period has passed you have provided us with necessary documentation, and the request meets Mastercard’s refund conditions, we can proceed with performing the refund ourselves.
It's important to note that the merchant's still able to dispute the refund within 45 days, please check our pricing sheet, for more information about incidental costs. Our team will remain at your disposal to help you throughout the whole process.
Tip 💡 Speed up the process by uploading your order confirmation, communication with the merchant, and any other relevant documents when you request a chargeback in the app.
Important: The process of reviewing your claim and processing with the refund may take from 1 to 12 business weeks. Depending on the individual case, different steps may be taken within the process. We kindly ask for your patience, and we'll update you along the way!
Types of refunds
bunq deals with 2 types of card refunds: pre-authorization releases, and chargebacks. Still not sure what can be refunded? Learn more here.
Pre-authorized payments aren’t finalized ones but a reservation of your funds for the merchant as a way to ensure you have sufficient amounts in your account.
You can request a refund on these types of payments. The estimated time for the refund’s processing is from 8 to 31 days depending on the merchant’s industry. A proof of release sent to your Support Center will ensure faster processing 🚀
Further information about them can be found here.
If the payment was already settled with the merchant and the refund request gets denied, proceed by requesting another refund, which will be considered as a chargeback.
Chargeback is a form of purchase protection from Mastercard. In case of disagreement between you and a merchant, we can formally dispute the payment via the Mastercard collaboration network.
Further information on this matter can be found here
Can I get a refund on a Direct Debit?
You can easily request a refund for a Direct debit by following the steps explained here 👀
The refund is only available within 56 days of the direct debit is accepted. However, it's not available to Business to Business direct debits. When you request the refund, we'll inform the merchant you want your funds back so they can help you further.
Can I get a refund on my subscription plan?
The answer is yes, if you contact us within 24 hours from the billing moment. To request this refund, you can contact our Support Team via the in-app chat and inform us which plan you want to use.
Before requesting your new plan, make sure your account fits into the plan’s applicable benefits (number of sub-accounts and cards active).
I made a transfer to the wrong IBAN. How can I get my money back?
- If you're not a bunq user - you need to report this to your own bank, so that they can pick up the case accordingly ;
- If you're a bunq user and you know the beneficiary - make sure to contact the beneficiary yourself and request the returning of the undue payment ;
- If you're a bunq user and you don't know the beneficiary - contact bunq support, we'll contact the counter-bank or the beneficiary (in case they're a bunq user) with the request to return the undue payment.
Explore more bunq Knowledge here 🌈