🤔 What is a chargeback?
📖 A chargeback is a process that allows cardholders to dispute a transaction and request a refund from their bank. It's a protection mechanism that enables consumers to reclaim funds debited for fraudulent or disputed transactions.
👉 When a transaction is identified as fraudulent, it automatically qualifies for a chargeback. This includes unauthorized transactions made without the cardholder's knowledge or consent.
When can I dispute a transaction?
☝️ You can only dispute a transaction if it's completed. If a payment is in progress, it means the funds haven't been fully transferred from the cardholder's bank to the merchant's bank. In the meantime, we recommend contacting the merchant to cancel the payment.
What are the deadlines for disputing a transaction?
Different deadlines apply depending on the type of transaction you want to dispute:
- 90 days (from the transaction settlement date) for commercial disputes and disputes of failed cash withdrawals (ATM commercial disputes).
- 56 days or 8 weeks (from the transaction settlement date) for disputing fraudulent transactions.
🧑💻 Do I need to contact the merchant before filing a refund request with Qonto?
👉 If a transaction was authorized by the cardholder, then yes. ✅
☝️ It is required that you contact the merchant IN WRITING and attempt to resolve the matter through this channel.
☝️ Give the merchant 7 days to respond to your request. If the response is not satisfactory or you haven't received a reply, you can dispute the transaction directly through the Qonto app.
Additionally, it's necessary to provide the supporting documents for the disputed transaction before requesting a refund through Qonto.
Why can't subscription transactions be disputed?
📖 Subscriptions are generally not eligible for refund claims as they are recurring payments agreed upon between the cardholder and the merchant.
When a customer signs up for a subscription, they authorize the merchant to charge their account at regular intervals.
☝️ Chargebacks are intended to dispute unauthorized or fraudulent transactions, not to cancel a service or subscription that was originally authorized by the customer.
💡 To end a subscription, the customer must cancel it directly with the merchant according to the subscription's terms and conditions.