@Arjen-Indigo-Bear#217173 Hopelijk kan iemand hier antwoord op geven?

You can check in the payments [1] if the store actually charged the money or if the amount is just reserved. The reservation will eventually expire, but that can take up to 30 days if the merchant doesn't actively cancel them. Since January 28th, only 27 days have passed, so you're still within that time window. There's also no need to request a chargeback as long as the amount has only been reversed, as there's nothing there to charge back (no actual charge happened yet). That's probably why the Support sends you to FAQ entries.

If the amount has been actually charged multiple times by the merchant OR if you have been waiting longer than a month for reservations to expire, then it's a good idea to contact bunq Private Support. If neither of these are true, your only option is waiting.

[1] You can see the current status like this: Open up the payment in the bunq app, then click on "Show more" if that's not already active. There should be a small blue text at the bottom that says "Do you need help with this payment?". Click on the text, then click on the button for "Show payment history". At the top there's be a text that says "Payment status". If it's still text with a grey background there, then the payment has only been reserved. Only if it's a green background it been actually charged to your account.

@Arjen-Indigo-Bear#217178 Dus ik moet wachten? Ondertussen is het geld niet tot mijn beschikking, omdat het als voorschot van mijn rekening is afgeboekt.

Right. The same screen shows you both the payment status (charged or just deposit) and it also shows you in the text below after how many days the payment will automatically be refunded to you by bunq if the merchant doesn't claim or refund it earlier:

This period should normally be max 30 days. Depending on what kind of payment it was, bunq will also refund earlier. But the fundamental problem here is that as long as bunq does not get any information from the merchant, it can't know whether the money will be claimed later or not. So they have to find some middle ground. If they refund too early, the user might get upset later when the money will be removed again from their account in case of a claim (and the user could get into debt, which bunq tries to avoid) but if they refund too late, the user will be upset because they don't have access to their money.

Therefore this process is automated as best as possible. Only in case there is a mistake by the merchant (for example they claim money even though they shouldn't) or by the system (for example no refunds even after >30 days of an unclaimed payment) it is needed to request a refund through Private Support.