If the payment was made with your Maestro Debit card
Maestro payments aren't covered by Mastercard purchase protection, we therefore can't submit a chargeback request. In this case you should contact the merchant for further assistance and details on your refund request. 🔎
Do you suspect a transaction error was made with your Maestro card? Please contact our support
If the payment was made with your Mastercard
Mastercard payments are covered by the Mastercard purchase protection. Unless it's an unrecognized transaction, we can only start the chargeback process if the merchant was unable or unwilling to help you. You should contact the merchant for assistance and details on your refund request first, before we can help you.
In case of a chargeback process, there are some additional details which are good-to-know:
- Have your goods not arrived? Please give the merchant 30 days to deliver your goods.
- Did the merchant agree to refund you? Please give the merchant at least 15 business days to process the refund.
- Did you have any communication with the merchant? Please upload screenshots of this in the refund request.
If the payment was an ATM transaction 🏧
ATM transactions are covered by Mastercard protection. Did you not receive your money from the ATM machine?- Request a refund via the app.
For ATM disputes, there's no need to contact the merchant first. You can directly request a refund in the app as mentioned above.