Hey bunqers 🌈
Expecting a chargeback from a merchant and it still hasn’t arrived? No worries, you’ll receive your funds back! Just make sure to follow the instructions provided below:
- Note: First, make sure to check if your chargebackhas arrived, as explained here
Take into account the normal waiting time for a chargeback
In case the merchant is processing your chargeback manually (meaning - you didn’t request it through the app yourself), every kind of chargeback may take a different amount of time to be processed. This is due to the multiple systems merchants may use and also the ways they process chargebacks may take more technical time.
You can check with the merchant on the sending date of the chargeback and calculate what’s the latest date in which your funds should arrive.
- Make sure to check the different waiting times for incoming payments here 🙌
The processing time has passed and the chargeback is still not with me, what now?
Contact the merchant again and ask for the status of your chageback and check if there isn’t an error on their end. Best way to communicate with them here is via written form (chat/email), so that you can provide all needed information easily, and in turn receive proof of communication for later stages if needed.
When contacting them for the first time, you can provide them with a bank statement proving that the chargeback isn’t in your account yet. Once the merchant checks in their system and with their bank, they’ll be able to locate the refund and give you further info.
- Pro tip: In case the merchant has reversed the payment (meaning they just return your transfer back to you), then it’s possible that the chargeback got stuck with the other bank. In such case, to have the chrgeback processed, simply request an chargeback and the funds should arrive in your account. If this doesn’t help, keep on reading 🙌
The merchant claims that the chargeback is in bunq’s system, what’s next?
In this case you can either:
- Request in-app payment investigation and provide all the info given to you from the merchant
- Request a chargeback through the app in order for us to investigate further on our side
In both cases, our relevant department will take a further look at the case, liaise with all relevant parties and keep you in the loop with the status of your chargeback. Once your chargeback is back with you, you’ll be notified right away.
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