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?
In some cases, you may want to get a refund for a card payment. 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! 🙌
Important note: 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.
Please always share your order reference details with the merchant. This insures their support team understands your situation correctly, and can provide you with the right solutions.
✅ As a tip, we always advise you to contact them by chat or e-mail so you have the transcript of your communication with them!
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 be 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. 👍
Things worth knowing about when requesting a card payment refund
The process of reviewing your claim and processing with the refund may take from 1 to 12 business weeks. This is because, 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!
How could I request a refund for a Direct Debit?
You can easily request a refund for a Direct debit by following the steps explained here 👀
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.
Good to know before you request a refund through the app
- There are two types of Mastercard payments:
a) Pre-authorisations - these are credit holds which can be reversed back to your card once the payment is closed.
If you request a refund for a pre-authorisation, depending on the merchant’s industry, the refund will be automatically made back to your accounts after 8 or 31 days. If you have proof that the merchant has canceled the amount, send it to our support team for them to release the funds even sooner for you.
If you request a refund for a pre-authorisation and the merchant later claims the funds, the request will show as denied. No problem! Simply, re-request the refund through the app with the necessary information described below
b) Settled payments - these are card payments made to the merchant. In this case, the merchant already has the funds. If you request a refund for a settled payment, this will be sent to our payments team who will assess your case and submit your request with Mastercard when all the requirements are met.
Explore more bunq Knowledge here 🌈