Hey bunqers! 🌈
To make life easy, we worked on an in-app flow which helps you request refunds for card payments faster than ever! Here are some tips from our team on how to request a refund in no time:
How do I request a refund?
- Home
- Tap on Total
- Select your payment
- Tap on (...) More
- Tap on 🟣 Request a Refund
You'll receive a push notification in the app once there’s an update!
What to submit with the refund request (based on your payment)
For higher chances of getting your refund faster, please describe the situation as clearly as you can in the comments section ✏️
You should also attach all the relevant documents/information that’s needed (depending on the reason for the refund), so we can help you with your refund. Here’s a list of what documents would help us most:
For an ATM dispute:
No documentation is required
For an unrecognized transaction:
No documentation is required
More information about unrecognized transaction(s) on your account can be found here
The goods or services were defective
a) Proof that you contacted the merchant to resolve the issue
b) Proof that you returned the goods or informed merchant that they were available for pick up
c) Proof that the goods/services were broken or couldn’t be used for purpose
d) A description or screenshot of the goods or services purchased
e) A description of why the goods or service were defective
The goods or services weren’t as described
a) Proof that you contacted the merchant to resolve the issue
b) Proof that you returned the goods or informed merchant that they were available for pick up
c) Proof that goods or service did not conform to description
d) A description or screenshot of the goods or services originally purchased
e) A description or photo of the goods or services actually received
The goods or services weren’t provided
a) A description or screenshot of the goods or services ordered
b) Information regarding when the goods or services were due to be delivered
Counterfeit goods
a) A description or screenshot of the goods or services originally ordered
b) Proof of the goods or services actually received
Subscription payment(s)
a) Proof that you contacted merchant to cancel the recurring payment (and this was equal or more time than specified in the merchant’s Terms & Conditions), OR
b) Information that you weren’t aware you were agreeing to a recurring payment
The transaction didn’t complete but you were still charged
a) Information that you didn’t use the goods or services
Promised credit hasn’t been provided
a) Proof of the merchant promising refund, OR
b) Proof of the return of goods back to the merchant or cancellation of service
Duplicate payment
a) Proof of both (or multiple) payments made
Transaction amount differs
a) Proof of the amount that should’ve been debited instead
Different scenario? Contact us through the support center to find out what documentation you need to upload with your refund submission 🔎
What happens after I’ve submitted the refund request?
Once the waiting period has passed, you’ve provided us with the necessary documentation, and the request meets Mastercard’s refund conditions, we can proceed with submitting the refund.
It's important to note that the merchant is still able to dispute the refund within 45 days of our submission.
The process of reviewing your claim and processing the refund may take 1 to 12 business weeks, sometimes longer. This is because, depending on your individual case, different steps may be taken within the internal process. We kindly ask for your patience, and we'll update you along the way! 🚀
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.
- A 50.00 EUR deposit is deducted from your account when you submit the refund. Once the refund is approved, or it requires cancellation, your deposit will be returned. In case of a false or unjust chargeback request, our relevant department may decide to retain the deposit
Want to learn more?
Explore more bunq knowledge here 🌈
