📖 Your chargeback request may have been denied for various reasons. Below are some typical eligibility criteria that can lead to a refund request being rejected.
1️⃣ The transaction was authorized by the cardholder
The transaction was authorized by SCA (Strong Customer Authentication), a security requirement that verifies electronic payments by using at least two forms of identification. This may include:
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Receiving a verification code via SMS
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Transaction validated by a linked device
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Physical transaction authorized by PIN
2️⃣ The transaction was made via Google Pay or Apple Pay
Due to the additional layer of security provided by tokenization and biometric authentication (Face ID, Touch ID), transactions made through Google Pay or Apple Pay are considered more secure. This can lead to the assumption that chargeback requests made due to unauthorized transactions or fraud are less applicable or necessary.
Please note: As long as the card details are added to Apple/Google Pay, when one or more specific card payments are made using Apple/Google Pay as the payment method, Qonto's usual security measures for verifying and confirming a transaction are bypassed, as it is assumed that the original storage of the card details with Apple/Google Pay was done, authorized, and confirmed by the customer themselves.
As described, since the usual and standard security precautions are circumvented by this customer-performed process, there is no solid basis for a retroactive refund claim that can be guaranteed by Qonto, as Apple/Google Pay is to be considered a third-party payment method for Qonto, whose security level, effectiveness, and mechanism of security precautions cannot be validated and thus guaranteed by Qonto, and for which therefore no liability can be assumed.
3️⃣ The deadline for disputing a transaction has expired
Different deadlines apply depending on the type of transaction you wish to dispute:
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90 days (from the transaction billing date) for commercial disputes and disputes of failed cash withdrawals (ATM commercial disputes).
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56 days or 8 weeks (from the transaction billing date) for disputing fraudulent transactions.
4️⃣ Your transaction has already been disputed
Once you dispute a transaction, your case is carefully analyzed. If a refund is not possible, you cannot dispute the same transaction again.
5️⃣ No evidence of fraud and the merchant's terms and conditions are being adhered to
When the transaction was authorized by the cardholder, a commercial dispute can be initiated. When a customer makes a purchase, this often includes agreeing to the seller's terms and conditions. These conditions include return policies, which may state that sales are final or that refunds are only possible under certain conditions (e.g., for defective goods or incorrect orders). If the purchase was made in compliance with all conditions, this is considered fulfillment of the contractual obligations on the part of the merchant.