How can I request chargebacks (card payment refunds)?

bunq

Hey bunqers 🌈

Have you experienced problems with a product or service you paid for with your bunq card, and found the merchant uncooperative or unreachable? Rest assured, we've got you covered!

How can I request a chargeback?

Tap on 🏠 Home
Select the Bank Account you made the payment from
Select the payment you want a chargeback for
Tap on More
Tap on Request a Chargeback
Select the reason
Submit the requested information
Done 🎉

Note: After making a card payment, you have 120 calendar days to request a chargeback. After the 120 days have passed, we won't be able to process the request any more.

Which payments are eligible for chargeback?

You can request a chargeback on payments made with bunq Credit Card or Debit Card. Further information about the different cases and conditions under which you can request a chargeback can be found here.

Which payments aren’t eligible for chargeback?

Bank transfers
iDEAL payments
Wise payments (ex. TransferWise)
B2B direct debits
SWIFT Payments

Additionally, card payments aren’t eligible for chargeback in the following cases:

the transaction concerns a deposit into an investment or crypto currency account
the transaction involves or has been executed via an e-money wallet (like PayPal or Curve card)
the transaction concerns a donation (i.e., a payment to a charity)
the transaction was executed on a gambling or betting website.
the transactions was done online with Maestro Cards (due to Mastercard’s fraud prevention guidelines)

If you're looking for a chargeback for one of these options, we recommend directly requesting it from the other party.

Please also take note of our Mastercard chargeback terms, to be found under clause 9 in ‘bunq card rules’ in our Terms and Conditions.
In certain uncommon situations, additional costs may be incurred. These can be reviewed in our Pricing Sheet.

What happens after requesting a chargeback?

Once you provide us with the necessary documents, Mastercard will review them. Afterwards, it’ll be determined whether your request meets Mastercard’s chargeback conditions. Only then we can proceed with performing the chargeback ourselves.

It's important to note that the merchant's still able to dispute the chargeback within 45 days after you request a chargeback. 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 the chargeback may vary from 1 to 12 business weeks. Depending on each individual case, different steps may be needed to complete the process. We kindly ask for your patience, and we'll update you along the way!

How do I know if I received the chargeback?

When your requested chargeback has been returned to you, you'll be notified through a push notification. This chargeback will also be reflected as an event in the corresponding Bank Account and will be visible in your bank statement. The refund is associated with the original payment within the bunq app, helping you to easily track your refund requests.

In cases where your chargeback doesn't show up on your Bank Account's event timeline, please make sure to export a bank statement by following the process explained here in order to spot the chargeback right away. If you still didn't manage to find the chargeback in your bank statement, contact our Support department for further assistance.

Why am I not seeing the "Request a Chargeback" button?

The "Request a Chargeback" button should be visible when you click on the card payment you want a chargeback for. If you can't see this button, it might be due to the payment not being eligible for a chargeback.