Why was my Mastercard chargeback denied?

bunq · Feb 14, 2023

Hey bunqers! 🌈

Ever wondered why your chargeback was denied? This topic will give you more insights on how chargebacks are processed and the requirements that must be fulfilled 👀

So, why was my Mastercard chargeback denied?

For the purpose of a successful chargeback submission to Mastercard, there are specific conditions we should meet, according to Mastercard’s rules and regulations. If your request doesn’t cover all the requirements, we have to deny your request. There are a few main reasons why your chargeback may be denied:

The payment is older than 120 days ⏳

When a transaction you want to refund was settled more than 120 days ago, you’re not eligible for a chargeback, therefore the request won’t be processed further.

We’ve already submitted or denied a chargeback for this payment 🎬

When a chargeback request is already processed, approved or denied, a following request for the same transaction can’t be initiated/processed again.

Over 15 fraud-related refund requests per card 🗓

If you request over 15 transactions which appear to be fraudulent (not authorized) with the same card, following Mastercard’s regulations, we’re obligated to deny any further request for this card.

You have a transaction history with the merchant 🤝

When you request a refund for a payment with a merchant you have previous transactions with, according to Mastercard’s rules, you’re not eligible for a chargeback due to the fact that you’ve accepted the Terms & Conditions of the merchant, therefore you must settle your dispute directly with the merchant.

The payment was authorized via 3DS 🔐 or made via Apple/Google Pay 📱

When the transaction reported as unrecognized was authorized via 3D secure code or the payment was processed via Apple/Google Pay this means that you’ve personally accepted the payment. Therefore you’re not eligible for a chargeback as per Mastercard’s regulations.

The payment was performed with a Maestro card

We are not able to process chargeback cases for Maestro card payments. The Consumer Protection from Mastercard is only applicable for payments performed with a Mastercard.

We didn’t receive an answer from you for more than 5 days ❓

For some requests, we need additional info in order to see the full picture. Thus we simply contact you through the app and request this info from you.

In case that you fail to provide the requested information within 5 days, we’ll automatically deny the chargeback request and close the case.