How can I request chargebacks (card payment refunds)?

bunq · Feb 24, 2022

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

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 and conditions, to be found under clause 9 in ‘bunq card rules’ in our Terms and Conditions.

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 start the chargeback process.

Here’s how it works:

We’re investigating: We received your chargeback and are looking into it. This can take up to 5 days.
Requesting a refund: We’ve asked Mastercard for a refund and are waiting for their response. This might take up to 45 days.
Following up with the merchant: We reached out to the merchant and are waiting for their reply. This step can take up to 30 days.
If needed, we’ll take further action: If the merchant doesn’t respond or if more steps are needed, we’ll continue to handle this for you. This can take up to 30 days.
Final outcome: Once we get the final result, we’ll let you know. If a refund is approved, you’ll receive it within 5 days.

Important: The entire chargeback process, as determined by Mastercard, can take anywhere from 50 to 120 days, depending on your case. We’ll keep you updated every step of the way.

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.