When can I request a chargeback?

bunq

Hey bunqers 🌈

Each card payment made with your Credit or Debit Card is subject to a chargeback. However, Mastercard has set certain requirements under which a chargeback can be requested. In this topic, we’ll go through all the reasoning codes provided by them.

When can I request a chargeback?

You can request a chargeback in the following cases:

The product or service you paid for wasn’t received
The product or service you paid for is defective
The product or service you paid for didn’t match the description
The merchandise you received is fake and fraudulent
A travel service you paid for is no longer available as the provider is no longer operating
The merchant promised you a refund but you didn't receive it within 15 business days
A merchant charged you multiple times, even though you only authorized one payment with them
You were charged a 'no-show' fee for accommodation which you actually used or canceled in time
The transaction wasn’t complete but you were still charged, even though you didn't receive or use the goods or services
The merchant was supposed to refund you, but instead they charged your card again
The card payment is an unrecognized one.

Which payments aren’t eligible for chargeback?

Bank transfers
iDEAL payments
Wise payments (ex. TransferWise)
B2B direct debits
SWIFT Payments

Before requesting the chargeback

Unless the transaction in question isn’t recognized by you, always make sure to contact the merchant regarding the transaction that needs a chargeback. Most merchants would happily assist you in correcting the charge and returning your money. That's why before using the Mastercard chargeback option, we ask you to settle your dispute with the merchant.

Tip 💡 We always advise you to contact the merchant by chat or email so you have the transcript of your communication with them. Make sure you share your order reference details with the merchant. This ensures their support team understands your situation correctly, and can provide you with the right solutions.