proof that you contacted merchant for a refund

mike123

to initiate a claim on a deal gone bad what proof that you contacted the merchant is required? assume they won't cooperate or even respond as is common when gets to this point.

thijsoost

M If you didn't receive your money, you should first contact the company before you contact your bank.

Gianguig

M Hi 👋 there,
When it happened to me, I provided the 2 emails I sent and to which I did not get answer.
I got my money back ✅
Bare in mind it might take some time for the refund.
Good luck 🍀 🌈
GG

Jonathan-Lime-Tiger

GG Did you have to pay €50,- upfront to bunq? Was this amount also refunded back to you or was it a fee?

Trying to not loose more money here.

darren

Interesting - in my case I don’t even have the ability to contact the merchant, as I have no knowledge of the transaction. Does anyone know how to get this refunded when it’s fraud? as there’s no option in the app for this way I can report this to bunq or MasterCard? Do I just say I tried to contact the merchant and they didn’t respond?

thijsoost

Darren You can find information here: https://together.bunq.com/d/27036-everything-about-refunds

Jakob-Y

Darren Just say that it‘s fraud.

darren

Thanks @Thijs but the article isn’t super helpful - I’ve already clicked through to the “do you recognise this transaction” and the next step is not to report the transaction but instead to block the card - as much as this is logical, im hesitant to permanently block a card with a 129eur replacement fee - vs just freezing it for a week or two. does anyone know if this fee is waivered if the fraud is proven? In this case I’m in possession of the card and I have no understanding of how the card could have been copied. No other transactions have been attempted. In addition, the next step by my understanding is I have to give a €50 eur deposit which I also don’t really see why this is required? - I’ve never had to pay to report fraud?! (And this is also the only bank I’ve ever paid to be a part of!!). This, together with the very slow and unhelpful response from support (3hrs promised, 18hr actual) makes me question if bunq has the level of support I had assumed was part of the membership fee. The transaction was only for 90eur so I’m in a somewhat ridiculous position of loosing an additional 179eur to get back 90?! - it almost makes sense to not report this which I find ridiculous.

darren

(I should add that I’m sorry to rant and take over a discussion! - I know this is an awesome community I’m just a little lost at the lack of support or even direction from bunq, I would have assumed a simple phone call could resolve such a simple case without resorting to a community outreach)

thijsoost

Darren I get your frustrations! I wasn't sure what you already tried and what you didn't. At the moment bunq support isn't as fast as it used to be, unfortunately. I think they might be understaffed (they have 67 open jobs on their website; a lot of Dutch businesses are struggling at the moment to get employees). Unfortunately I never went through the refund process, so I can't give you any more information I'm afraid. The only think you can do is contact bunq support and wait (im)patiently for their replies.

Are you unable to find the source of the transaction? There's no way you can trace it back to a specific company, for example?

darren

Thijs @Thijs this was my first question to support ;) - but they didn’t provide any details :(. I’ll see if they follow up with anything in the next days but it’s not been the best experience :( (also I certainly have some bug fixes for their app and feature suggestions! - anyone know how to search the community forums?!)

Jakob-Y

Darren Best way to search the forums is to go to Google and type in [search term] site:together.bunq.com

thijsoost

Darren There's no search function for the community in the app, but you can use the website (together.bunq.com) on your phone or computer to search! Feature requests are always welcome, you can post them also in the community.

I hope bunq support can help you get your money back!

darren

Jakob Thanks @Jacob-Valentin!

mike123

in some countries it is illegal to record a conversation so i figure the best is to send a registered letter requesting the refund and hope that they sign for it / accept it..if not email seems only other option.

thijsoost

Jonathan
Mastercard Chargebacks
"Chargebacks are situations in which you dispute a card payment you made. Please note that Mastercard can decide the dispute was unjustified (either before or after arbitration), for which the costs will be charged to you. Any additional costs charged by Mastercard for fraudulent or incorrect chargebacks (on top of the above-mentioned cases), we hold the right to pass these costs on to you when your case gives reason to do so. We want to stipulate that these costs can be substantial. For more information
on these costs, please refer to the Mastercard Chargeback Guide.

A €50 deposit will be deducted from your account, which will be returned after the chargeback process. In case of a false or unjust chargeback request, we may decide to
retain the deposit."

Jonathan-Lime-Tiger

Jonathan After answering bunq’s filtering questions to see if you already contacted the merchant at the end bunq notifies you that they require a €50 upfront deposit fee. So it sound like a fee, but is a deposit so since it’s not clear I haven’t sent it in.

And to clarify your question is exactly my question to Bunq, and in this case to Thijs.

Jonathan-Lime-Tiger

Thijs In this case I am not wrong for the charge back I want to request. I’m sure I will win the case.

Let’s say I paid 315 usd, but the merchant want to refund me 298,40

But have been walking me in circles to refund that amount.

I then think let’s see if Bunq can still reverse or apply a charge back for the full amount of 315.

Now I read the articles from Bunq and follow instructions and then see the €50 deposit fee for the refund request.

Then I wonder when I win the case, do I get 315-50= 265

Or do I get the full 315 back.

Because if it means I’m getting 265 back I try and continue pressuring the merchant to refund me and spend the same amount of time that I would have waited on Bunq and master card

What will I be receiving from bunq

$315 or $265?

thijsoost

Jonathan If your chargeback request isn't unfair or unjust, then you'll receive your €50 back. It's not like with some claim companies that they keep the €50 if you "win". Of course I don't know why that company isn't willing to refund the entire $315 so I can't tell if your request is fair/just. That's something for bunq to decide. My guess is that's best is to trying to do everything you can with the company first, and then contact bunq about it as a last resort.

I've never gone through the chargeback process myself, so I can't give you any more information I'm afraid.

Jonathan-Lime-Tiger

Thijs Understood, and that’s a clear answer.

Initially the $15 was a percentage of the amount I was to spend.

But seeing as I haven’t spent any thing or used the service it should be fully refunded.

Jonathan-Lime-Tiger

Thijs The other thing is if the merchant refunds the amount they have also put BEN - in the statement, so any extra routing cost wil be deducted from my to be received amount.