💡 If you have a problem with a transaction and want to dispute it, you can do this directly through the Qonto app. ☝️
🦶 Step 1: Identify the transaction
- Navigate to your transaction history and select the transaction you want to dispute.
- Click on "Need help" for the transaction in question.
🦶 Step 2: Indicate the reason for the dispute
- If the transaction was not authorized or is fraudulent, select "I suspect fraudulent activity" to indicate this as the reason for your dispute.
- If you want to initiate a merchant dispute, you can click on "I have a problem with the payment, product, or service".
- To dispute a failed cash withdrawal, click on "I received a different amount or no money".
🦶🛃 Step 3: Security measures (for unauthorized transactions)
For your protection, when initiating a merchant dispute, Qonto will temporarily block your card to prevent further unauthorized transactions. Rest assured that you will have the option to unblock your card later.
🦶 Step 4: Select additional transactions (optional)
- If you want to dispute more transactions with the same merchant, you can select these in this step. The Qonto app allows you to filter all transactions related to a specific merchant, making it easy to add them to your dispute claim.
You can find instructions for this under this link 👉 How can I filter my transactions?
ℹ️ Enter the name of the merchant whose transactions you want to filter in the search field.
🦶 Step 5: Submit documents
- To strengthen your dispute claim argumentatively, it is recommended to upload all relevant documents. These may include police reports, screenshots, correspondence with the merchant or suspected fraudster, and similar items.
- These documents serve as evidence to support your dispute claim and are therefore indispensable.
IMPORTANT 🚨: In case of a merchant dispute, you must wait 7 days after contacting the merchant before you can dispute a transaction.
🦶 Step 6: Describe the problem
- In the provided field, give a detailed description of the situation. Add as many details as possible – what happened, any interactions with the merchant, and the reason you believe the transaction was unauthorized and therefore want to dispute it.
- The more information you provide us, the better we can help you.
🦶 Step 7: Submit your dispute
- After completing all the previous steps and reviewing the information you provided, click on "Submit dispute".
- Your dispute will be submitted for review, and our team will begin examining your claim.
What happens next?
After you have raised your dispute, our team will carefully review it. You will receive up-to-date information on the status of your case as well as any further actions that may be required on your part. The maximum waiting time until receiving a final response is 48 business hours.
🙏 We know that dealing with disputed transactions can be stressful, and we're here to support you every step of the way.
🤝 Thank you for your cooperation and for taking the necessary steps to protect your account.
💁 If you have any questions or need further assistance, please don't hesitate to contact our customer support team.