Not quite satisfied with the quality of the product or service you paid for? Perhaps the items you ordered were never really delivered by the merchant or maybe it’s just a wrongful charge that you’ve noticed in your recent transactions. Or perhaps the merchant charged you twice for the same item.
That is quite annoying and we understand your frustration. In any case you would like to get a refund for a card payment? No worries, we’re here to help you! 🙌
Keep in mind that refunds are only possible from our side for some card payments and direct debits
What is a Refund?
A Refund (or chargeback) is a formal dispute for payments made by debit card. It is a form of protection for your payments and dispute of a card transaction when something went wrong. ☂️
How can I get a Refund?
Usually, most merchants (especially the popular and trustworthy ones) would happily assist you in correcting the charge and returning your money. As a beginning point we recommend you to request a refund from the card payment event in the app.
Card payment refunds from the app:
Follow the steps below to see how you can request a refund in the app:
- Tap on Total
- Select your payment
- Tap on "Need help with this payment?"
- Tap on "I have problems with this payment"
- Tap on "I need a refund” and request your refund ✅
As a bank, we are obligated to provide the merchant who charged you with 7 days in which to respond to your claim and take the needed actions.
That is why if the method with requesting a refund from the app did not help in your case, we kindly ask you to reach out to the merchant that charged you, to ask them if they can help you with a refund.
We are required to give the merchant a fair opportunity to directly help you with a refund. This is important because we need to hear both sides of the story, whilst making sure that you are denied assistance and resolution from the third party, before we take matters into our own hands.
Please make sure to share your order reference details, to make sure the company’s 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 an e-mail so you have the transcript of your communication with them!
What if the merchant is not responding or is unwilling to refund the charge?
We always ask our users to reach out to the merchant that charged them to resolve the issue. However, sometimes the merchant might not respond or might refuse to help. 😟
Do not worry though, as we are here to help you! 🌈
If after 7 days the merchant hasn’t replied to your request, or if they informed you that they are not willing to help you with a refund, you can contact us with the details of the dispute and a copy of the communication with the merchant. This way, we will be able to look into the possibility of initiating a refund from our side.
If this happens, please reach out to our Support Center and send a message with the following:
- Describe the information and provide all relevant information (date and time of the transaction, issue with the item/service, payment events)
- Provide Screenshots of your communication with the merchant
- Attach any documents that you find relevant to the case (invoice, terms & conditions of the merchant, etc.)
It is important to give as much information as possible, as we need it in order to help you with your refund!
If you need a refund for a payment that you do not recognise, you can find more useful info at this page.
What happens next
Once the one-week period has passed and you have provided us with proof of communication and all relevant documents, we can proceed with performing the refund ourselves.
It is important to note that the merchant might 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
- For merchants that are impacted by covid-19, this 7-day response time is extended to 15 days.
- The process of reviewing your claim and processing with the refund may take from one to 12 business weeks. This diverse time frame is because merchants are granted 30 days to respond to our ‘requests for information’, as well as 45 days to dispute the submitted chargeback. Depending on the individual case, different steps may be taken within the process.
Please check our pricing sheet for more information about incidental costs
How could I request a refund for a Direct Debit?
You can easily request a refund for a Direct debit by following the steps below:
You'll receive a push notification in the app once there is updated news!
If you are interested in finding out more about direct debit refunds, you can check this article we created for it!
How do I know if I received the refund?
We've simplified refunds and going forward, all new refunds you’ll receive will be shown as an incoming event at the top of your timeline. This will make it very simple to see where your money went, and when it came back to you.
You can also export a bank statement to verify if you’ve received the refund correctly.
What Can’t be Refunded?
Refunds are not possible for the following types of payments:
- Bank transfers
- iDEAL & SOFORT payments
- TransferWise payments
- B2B direct debits
Because we process these payments instantly, their systems do not allow us to request refunds for you after the payment was made.
If you're looking for a refund for one of these options, we recommend directly requesting it from the other party.
Want to learn more?
Explore more bunq Knowledge here.