Hey bunqers 🌈,
If you've requested a chargeback through the bunq App, at times we may need a little more information to build the strongest possible case for you. Think of us as your financial sidekick – our goal is to gather the right evidence to represent you accurately to Mastercard and get you the best outcome.
This guide is designed to make it super clear what we might ask for and why.
How it works and why we ask
Mastercard has specific rules for disputes, and providing the right evidence is the key to success. When we ask for something, it’s because it directly helps us meet their requirements. We understand it can feel repetitive, but the summary you provide is copied directly into the official dispute file that is submitted to Mastercard. It needs to be a clear, standalone explanation from your perspective.
If we need anything, we’ll send you a secure message right in your bunq app. You’ll have 30 days to reply. Your quick response helps us meet deadlines and protect your interests. If we don’t hear back, we may have to close your case.
Type of Information We May Request
Here’s a detailed look at what we might ask for. Each section explains what to provide and why it’s important for your case.
1. Card Verification Photo
We understand this may seem like an unusual request, but it is an important security step. It helps us to confirm that you have the card in your possession, which protects your account and allows us to provide you with the most appropriate solution.
If we ask for the FRONT of your card: Please make sure the photo clearly shows your full name, the last 4 digits of your card number, the expiration date, and all four corners of the card.
If we ask for the BACK of your card: The photo should show a clear view of the back, including all four corners of the card.
A few tips for the photo:
All four corners of the card should be visible in the frame.
Make sure the photo is sharp and easy to read.
Please don't submit screenshots of the card.
2. Proof of Communication with the Merchant
For many chargeback disputes, Mastercard requires us to show proof that you’ve tried to resolve the issue with the merchant first. We need a single, clear screenshot showing you did this. This is a crucial step that significantly strengthens your case. By providing this evidence, you show that you gave the merchant a fair chance to fix the problem before escalating it.
Your screenshot must show:
Who: The merchant's name, email, or website.
When: The date you contacted them.
What: Your message explaining the problem or requesting a refund.
What if the merchant never replied?
That's okay! A screenshot of the message you sent is perfect proof that you tried.
What if you spoke to them on the phone?
Please send the merchant a quick follow-up email to summarize the call (e.g., "Hi, following up on our call...") and then screenshot that email for us.
What if the merchant's website or email is down?
Screenshot the browser error (like "404 Not Found") or any "undeliverable" email notification you received. This proves you made a good-faith effort.
3. Order Confirmation
This proves the original terms of your purchase. The best evidence is an order confirmation email or a PDF/screenshot from the merchant's website. It should clearly show:
The Merchant's Details: Their name, email address, or website URL should be visible.
The Date: The date you contacted them must be easy to read.
Your Message: The screenshot should show your attempt to resolve the issue (e.g., you asking for a refund or explaining the problem).
If you can't find it, please provide a detailed written description of the order instead. Include as much detail as possible, like:
Product name, size, and color.
Price of the item and any shipping costs.
The date you made the purchase.
Any other details that describe what you were supposed to receive.
4. Shipping Information
If your chargeback is because you never received an item you paid for, shipping information is one of the most important pieces of evidence. It helps us prove to Mastercard whether the item was ever sent and where it went.
Please provide any of the following that you have:
Tracking number
Shipping carrier (e.g., DHL, FedEx)
The date the item was shipped
What if the merchant never sent me any shipping details or a tracking number?
This is also very important information for your case! It can help prove that the merchant never sent the item. If you have no shipping information, simply let us know about this in the chat and we’ll add this to your case file.
The tracking number shows the item was delivered, but I never got it. What now?
We can still investigate the possibility of a chargeback. The more evidence you can provide, the stronger your case becomes. Please include:
The tracking information you received from the merchant.
Any communication with the merchant where you informed them the item was missing.
If possible, a report or reference number from the courier (e.g., DHL, UPS) confirming that a "lost package" claim has been filed with them. This can significantly strengthen your dispute.
5. Written Summary of Your Dispute
For every chargeback case we file, Mastercard requires a written summary of the dispute. This is our opportunity to tell your side of the story clearly and concisely. A strong, factual summary can make a big difference in the outcome. To answer this question with the best chance of getting your chargeback, you can answer these three questions when writing your summary:
What did you expect to receive? (e.g., "A blue, medium-sized wool sweater.")
What went wrong? (e.g., "The item never arrived," or "I received a red t-shirt instead.")
What is your desired outcome? (e.g., "A full refund of €XX.XX.")
Tips for a great summary:
Be Factual: Stick to the facts of what happened.
Be Specific: Include relevant dates, product names, and details.
Be Brief: A few clear sentences are more effective than a long story.
6. Explanation for an Unauthorized Charge
If you've paid a merchant before, we need to explain to Mastercard why this specific charge was unauthorized. This is needed because Mastercard's system will flag a dispute if you have a payment history with a merchant. To prevent your case from being immediately rejected, we need to provide a clear explanation for why this specific transaction was unauthorized, while others were not.
It's crucial to file your chargeback under the right category to maximize your chances of winning.
This is an Unauthorized Transaction if: You did not approve this specific payment in any way.
Example 1: Your card was lost or stolen.
Example 2: A subscription you already cancelled was renewed incorrectly.
Example 3: You made a one-time purchase, but the merchant saved your details and charged you again without permission.
This is a Merchant Dispute if: You approved the payment yourself , but something went wrong with the goods or services.
Example 1: The item you ordered never arrived.
Example 2: You received a faulty or incorrect item.
Example 3: The service was not provided as described.
If you realize your issue is actually a merchant dispute, just let us know! We'll re-categorize it to build a stronger case.
7. Free Trial or Subscription Check
Sometimes, an unexpected charge from a merchant is the result of a free trial ending or an automatic subscription renewal. Before we file a formal "unauthorized" chargeback, we need to check if this might be the case, as Mastercard has specific rules for these scenarios.
If you DID sign up: Your first step is to contact the merchant to cancel. If they don't help or refuse, send us a screenshot of your cancellation request.
If you DID NOT sign up: Perfect, just reply in the chat to let us know. We'll proceed with it as a fully unauthorized transaction.
Why can't you just block the charge?
We’re required by Mastercard's rules to first investigate the nature of the charge. Filing a chargeback for a legitimate, but forgotten, subscription can cause your case to be lost. We want to help you get your chargeback, so we need to verify this information to make sure we avoid this possibility.
The merchant won't cancel my subscription. Now what?
If the merchant refuses to cancel or doesn't respond, your communication with them becomes key evidence. Send us a screenshot of your attempt to cancel, and we will use that to build your case.
8. Explanation for a Delayed Report
Sometimes, we may ask for a reason why there’s been a significant delay since the payment occurred and your chargeback request. This is because our T&Cs ask you to check your account regularly, e.g. every 2 weeks.
If a dispute is reported long after the transaction date, a brief, factual reason helps us explain the situation to Mastercard. Providing a valid explanation for the delay is a required step and can be critical to the success of your claim.
Examples of valid reasons:
"I was on vacation without account access until [date]."
"I was trying to resolve it with the merchant first."
"I didn't notice the charge until reviewing my monthly statement."
9. ATM Withdrawal Investigation Details
We understand it's worrying when you try to withdraw cash from an ATM and something goes wrong. Whether the ATM showed an error or the money simply didn't come out, we're here to investigate and get to the bottom of it.
To start a formal investigation with the ATM network, we first need to pinpoint what happened from your perspective. Your answers help us determine if it was a technical error with the machine or a processing error in the network.
Please answer the following two questions in your chat with us:
What happened at the ATM? Did the screen show a specific error message, or did the transaction seem to complete but no cash was dispensed?
Has the money been deducted from your account? Please check your bunq app to confirm if the transaction amount was debited.
The money was deducted. Will I get it back?
Yes. If a transaction was debited but you did not receive the cash, we will work to get it returned to you. The investigation process is designed to correct these errors.
How long does the investigation take?
ATM investigations can be complex and involve multiple banks and networks. While we always aim to resolve them as quickly as possible, they can sometimes take several weeks. We will always keep you updated on the progress.
10. Refund Verification
Sometimes a merchant refunds you while a chargeback is in progress. We'll send you a quick message to check if a refund we've spotted is the one you were waiting for.
If the refund resolves your issue: Let us know, and we'll happily close the case.
If it's only a partial refund: Tell us, and we can adjust the chargeback for the remaining amount.
If it's for a different transaction: No problem, just let us know it's unrelated, and we'll continue with the original chargeback.
11. Disputes with Payment Service Providers (e.g., PayPal, Wise)
If your transaction was through a third-party service, Mastercard rules require you to open a dispute with them first. This is because payment service providers act as an intermediary. They have their own dispute resolution processes that must be used before a bank can step in with a formal chargeback.
Attempting a chargeback with us before contacting them will almost always result in an immediate rejection. Here’s how we can avoid this:
Contact the Payment service provider: Log into your account with the service (e.g., PayPal) and open a dispute for the transaction. Follow their specific process.
Let Us Know the Outcome: Once they give you a final decision, please get back to us.
If they resolve the issue: Great!
If they deny your claim: Please send us a screenshot of their final response. This is the key piece of evidence we need to potentially open a chargeback with Mastercard on your behalf.
I don't know how to open a dispute with them. Can you help?
Of course. While we can't do it for you, we can provide general guidance. Just let us know which service you used, and we can point you in the right direction.
This seems like a lot of extra work. Why?
We understand it's an extra step, but it's a mandatory part of the process set by the global payment networks. Following this rule is the only way to ensure you have a chance of winning the dispute if the transfer service denies your claim.