How can I request chargebacks (card payment refunds)?

bunq

Hey bunqers 🌈,

Ran into trouble with a purchase and the merchant isn't helping? Don't worry - we've got your back with our chargeback feature!

What's a chargeback and how do I request one?

It's our way of helping you get your money back when things go wrong with a purchase made using your bunq card. Here’s how you can request one:

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 🎉

Important: If the payment isn’t eligible for a chargeback, the "Request a Chargeback" button won’t be visible.

Tip 💡 Speed up the process by uploading your order confirmation, communication with the merchant, and any other relevant documents when requesting a chargeback in the app.

Which payments are eligible for chargeback?

You can request a chargeback for payments made with a bunq Credit Card or Debit Card within 90 to 120 calendar days of the transaction date. 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 the required documents, Mastercard will review them to determine if your request meets their chargeback conditions. If approved, we’ll proceed with the chargeback.

Keep in mind that the merchant can dispute the chargeback within 45 days of your request. For details on incidental costs, check our pricing sheet Our team is here to support you throughout the process.

Important: The chargeback review and processing time can take anywhere from 1 to 12 business weeks, depending on the specifics of your case. Additional steps might be required to complete the process. We appreciate your patience and will keep you updated throughout!

How do I know if I received the chargeback?

Once your chargeback is processed, you’ll receive a push notification, and it will appear as an event in your Bank Account and on your bank statement. The refund will be linked to the original payment in the bunq app, making it easy to track.

If the chargeback doesn’t appear in your Bank Account's event timeline, export a bank statement by following the steps here to locate it. If you still can’t find it, contact our Support team for assistance.