Hey bunqer 🌈

If something went wrong with a card payment and the merchant isn’t helping, you can request a chargeback right in your bunq app. We’ll guide you through it and keep you updated at every step.

Important: You need to have an active bunq account to submit or continue a chargeback request.

How to request a chargeback

• Tap Home

• Select the Bank Account you paid from

• Open the payment

• Tap More

• Tap Request a Chargeback

• Select the reason

• Upload the requested information and submit

Tip: If the payment isn’t eligible for a chargeback, the Request a Chargeback button won’t be visible.

Which payments are eligible for chargeback?

You can request a chargeback for payments made with a bunq Credit Card or Debit Card within 90 to 120 calendar days of the transaction date. See detailed cases and conditions here.

Common eligible scenarios

• Product or service not received after the promised delivery date

• Unauthorized card use (you don’t recognize the payment)

• Merchant agreed to refund but didn’t send it

Providing clear proof helps us resolve your case faster. See What documents should I provide below.

Which payments aren’t eligible for chargeback?

The following payment types aren’t eligible:

• Bank transfers

• iDEAL payments

• Wise payments (ex. TransferWise)

• B2B direct debits

• SWIFT payments

Additionally, card payments aren’t eligible in these cases:

• Deposits into investment or cryptocurrency accounts

• Payments made via an e-money wallet (like PayPal or Curve card)

• Donations to charities

• Payments on gambling or betting websites

• Online payments made with Maestro cards

Common scenarios that are not eligible

• Change of mind after completing the payment (buyer’s remorse)

• You recognize the merchant, but you’re unhappy with product/service quality

• Subscription payments when the subscription wasn’t canceled in advance, according to the merchant’s terms

If your case falls under one of the non-eligible categories above, contact the merchant directly to resolve it.

Please also review our Mastercard chargeback terms and conditions — under clause 9 in “bunq card rules” in our [Terms and Conditions](https://www.bunq.com/doc/personal-account\).

What documents should I provide?

Clear evidence speeds up your investigation and helps us submit a strong claim when eligible. Upload:

• Order confirmation or invoice

• Proof of cancellation, if applicable

• Screenshots of your communication with the merchant (chat/email)

• Proof you tried to resolve the issue with the merchant

• Relevant refund or cancellation terms from the merchant’s T&Cs

• Any tracking details showing non-delivery or return

What happens after I request a chargeback?

Here’s the typical flow after you submit your chargeback with all required documents:

• Step 1: We pick up your request. This may take up to 3 business days from submission.

• Step 2: Our Cards team reviews your documents and investigates your case to confirm it meets Mastercard chargeback conditions. This investigation usually takes up to 5 business days. We’ll reach out in-app if we need anything else.

• Step 3: If your case is eligible, we’ll submit the claim on your behalf to Mastercard. The merchant then has up to 45 days to respond. If the merchant doesn’t respond in time, you’ll be refunded automatically — the refund will appear in your app.

• Step 4: If the merchant disputes your claim, we’ll notify you via push notification and review their response in detail. We may ask for additional information. This review usually takes up to 5 business days.

• Step 5: If the merchant is at fault based on the evidence, we’ll give them one last chance to refund before escalating the case again to Mastercard. The merchant has another 45 days to respond.

Once this process is complete, a final decision will be made based on the provided evidence.

How do I track my chargeback status?

You don’t need to follow up — you can track every update in the app:

• Go to Home

• Select the Bank Account you submitted the chargeback from

• Look for the chargeback event in the timeline

• Open it to see the latest status

We also send push notifications whenever there’s an update.

How do I know if I received the refund?

When your chargeback is processed:

• You’ll receive a push notification

• The refund appears as an event in your Bank Account and on your bank statement

• The refund is linked to the original payment in the app

If you don’t see it in your timeline, export a bank statement, steps on how to do that, here. If you still can’t find it, contact our Support team for assistance.