What is a chargeback and why do I need to wait for my refund?
Hey bunqer 🌈
A chargeback is a formal way to dispute a card payment when something goes wrong. Instead of relying on the merchant, you ask us to reverse the transaction through the card network’s rules. Refunds can take time because many card payments start as reserved (pending) amounts. We need to wait to see if the merchant claims those funds or releases them before we can start the chargeback process.
If your payment is still reserved, a chargeback isn’t possible yet. Once it posts (is claimed by the merchant), you can start a dispute in your bunq app. For step-by-step instructions, check here.
What is a chargeback?
A chargeback is a card network process that returns money to you when a card payment is incorrect or unauthorized. It’s designed to protect you in cases like:
Unauthorized or fraudulent payments
Goods or services not received
Goods or services not as described or defective
Duplicate charges
Canceled subscriptions still being charged
A promised refund not received after a reasonable time
Cash not dispensed at an ATM but charged
We submit your claim under a specific reason code and share your evidence with the merchant through the card network. The network reviews both sides and decides based on their rules.
What is a reserved (pending) payment and why do we wait?
Some card payments start as a reservation (authorization). This is common with:
Hotels, car rentals, deposits, and pay-at-pump fuel
Online merchants verifying your card
Merchants checking available balance before completing the sale
Here’s why you might need to wait:
The reservation simply holds funds. The merchant still needs to claim (settle) the payment.
If the merchant doesn’t claim it, the reservation will automatically drop off and the held amount returns to your available balance. This often happens within a few days, but in some cases can take longer.
We can only start a chargeback after the payment is posted (settled). If it remains reserved and then releases, you don’t need a chargeback.
You can track whether a payment is pending (reserved) or posted in your app. Learn more in [link to relevant topic].
When is a chargeback eligible?
Chargebacks are usually eligible when:
You didn’t authorize the payment or your card details were used fraudulently
You never received what you paid for
What you received is significantly different from what was advertised
You were charged more than once for the same purchase
You canceled a subscription but were still charged
A merchant promised a refund that didn’t arrive after a reasonable period
An ATM failed to dispense cash but debited your account
To help your case:
Contact the merchant first and ask for a refund. Keep proof of your conversation.
Collect evidence: receipts, order confirmations, tracking info, cancellation emails, photos, chat logs, and dates/times of calls.
When is a chargeback not eligible?
Chargebacks are unlikely to be approved when:
You changed your mind (buyer’s remorse) or didn’t follow the merchant’s return policy
You agreed to the purchase terms and they were met
The merchant already refunded you, but the reservation hasn’t released yet
You used your card for a deposit (e.g., hotel/car rental) and the hold release is still in progress
Important: Submitting a chargeback without valid grounds or evidence may lead to a denial.
How does the dispute (chargeback) process work?
Here’s the typical flow:
Check your payment status
If the payment is reserved, wait for it to post or release.
If the payment is posted and you have a valid reason, continue.
Contact the merchant
Ask for a refund and keep records of your attempt (emails, messages, call logs).
Start your dispute
Submit your claim from the app and upload evidence.
We review and file with the card network
We’ll assign the correct reason code and forward your evidence.
Merchant response
The merchant can accept the chargeback or contest it with their own evidence.
Final decision
The card network applies their rules and decides. If needed, there may be an additional review round.
Timing:
We review your claim as soon as possible once you submit it.
The full card network process can take several weeks or, in complex cases, a few months. We’ll keep you informed in the app.
What does “approved” or “denied” mean for my money?
Approved
Your money is returned. Any temporary credit becomes final once the network’s decision is confirmed.
Denied
The funds stay with the merchant. We’ll explain the reason code and, if possible, guide you on next steps (for example, providing more evidence or following up with the merchant).
Note: Some disputes may receive a temporary credit while the network reviews the case. If the dispute is later denied, that temporary credit is reversed.
What should I do right now?
Check if your payment is reserved or posted in your app.
If it’s reserved, wait to see if the merchant claims or releases the funds.
If it’s posted and you have a valid reason, contact the merchant and gather evidence.
Start a dispute from the app once you’re ready. See [link to relevant topic].
What is a chargeback and why do I need to wait for my refund?
Hey bunqer 🌈
A chargeback is a formal way to dispute a card payment when something goes wrong. Instead of relying on the merchant, you ask us to reverse the transaction through the card network’s rules. Refunds can take time because many card payments start as reserved (pending) amounts. We need to wait to see if the merchant claims those funds or releases them before we can start the chargeback process.
If your payment is still reserved, a chargeback isn’t possible yet. Once it posts (is claimed by the merchant), you can start a dispute in your bunq app. For step-by-step instructions, check here.
What is a chargeback?
A chargeback is a card network process that returns money to you when a card payment is incorrect or unauthorized. It’s designed to protect you in cases like:
Unauthorized or fraudulent payments
Goods or services not received
Goods or services not as described or defective
Duplicate charges
Canceled subscriptions still being charged
A promised refund not received after a reasonable time
Cash not dispensed at an ATM but charged
We submit your claim under a specific reason code and share your evidence with the merchant through the card network. The network reviews both sides and decides based on their rules.
What is a reserved (pending) payment and why do we wait?
Some card payments start as a reservation (authorization). This is common with:
Hotels, car rentals, deposits, and pay-at-pump fuel
Online merchants verifying your card
Merchants checking available balance before completing the sale
Here’s why you might need to wait:
The reservation simply holds funds. The merchant still needs to claim (settle) the payment.
If the merchant doesn’t claim it, the reservation will automatically drop off and the held amount returns to your available balance. This often happens within a few days, but in some cases can take longer.
We can only start a chargeback after the payment is posted (settled). If it remains reserved and then releases, you don’t need a chargeback.
You can track whether a payment is pending (reserved) or posted in your app. Learn more in [link to relevant topic].
When is a chargeback eligible?
Chargebacks are usually eligible when:
You didn’t authorize the payment or your card details were used fraudulently
You never received what you paid for
What you received is significantly different from what was advertised
You were charged more than once for the same purchase
You canceled a subscription but were still charged
A merchant promised a refund that didn’t arrive after a reasonable period
An ATM failed to dispense cash but debited your account
To help your case:
Contact the merchant first and ask for a refund. Keep proof of your conversation.
Collect evidence: receipts, order confirmations, tracking info, cancellation emails, photos, chat logs, and dates/times of calls.
When is a chargeback not eligible?
Chargebacks are unlikely to be approved when:
You changed your mind (buyer’s remorse) or didn’t follow the merchant’s return policy
You agreed to the purchase terms and they were met
The merchant already refunded you, but the reservation hasn’t released yet
You used your card for a deposit (e.g., hotel/car rental) and the hold release is still in progress
Important: Submitting a chargeback without valid grounds or evidence may lead to a denial.
How does the dispute (chargeback) process work?
Here’s the typical flow:
Check your payment status
If the payment is reserved, wait for it to post or release.
If the payment is posted and you have a valid reason, continue.
Contact the merchant
Ask for a refund and keep records of your attempt (emails, messages, call logs).
Start your dispute
Submit your claim from the app and upload evidence.
We review and file with the card network
We’ll assign the correct reason code and forward your evidence.
Merchant response
The merchant can accept the chargeback or contest it with their own evidence.
Final decision
The card network applies their rules and decides. If needed, there may be an additional review round.
Timing:
We review your claim as soon as possible once you submit it.
The full card network process can take several weeks or, in complex cases, a few months. We’ll keep you informed in the app.
What does “approved” or “denied” mean for my money?
Approved
Your money is returned. Any temporary credit becomes final once the network’s decision is confirmed.
Denied
The funds stay with the merchant. We’ll explain the reason code and, if possible, guide you on next steps (for example, providing more evidence or following up with the merchant).
Note: Some disputes may receive a temporary credit while the network reviews the case. If the dispute is later denied, that temporary credit is reversed.
What should I do right now?
Check if your payment is reserved or posted in your app.
If it’s reserved, wait to see if the merchant claims or releases the funds.
If it’s posted and you have a valid reason, contact the merchant and gather evidence.
Start a dispute from the app once you’re ready. See [link to relevant topic].
What is a chargeback and why do I need to wait for my refund?
Hey bunqer 🌈
A chargeback is a formal way to dispute a card payment when something goes wrong. Instead of relying on the merchant, you ask us to reverse the transaction through the card network’s rules. Refunds can take time because many card payments start as reserved (pending) amounts. We need to wait to see if the merchant claims those funds or releases them before we can start the chargeback process.
If your payment is still reserved, a chargeback isn’t possible yet. Once it posts (is claimed by the merchant), you can start a dispute in your bunq app. For step-by-step instructions, check here.
What is a chargeback?
A chargeback is a card network process that returns money to you when a card payment is incorrect or unauthorized. It’s designed to protect you in cases like:
Unauthorized or fraudulent payments
Goods or services not received
Goods or services not as described or defective
Duplicate charges
Canceled subscriptions still being charged
A promised refund not received after a reasonable time
Cash not dispensed at an ATM but charged
We submit your claim under a specific reason code and share your evidence with the merchant through the card network. The network reviews both sides and decides based on their rules.
What is a reserved (pending) payment and why do we wait?
Some card payments start as a reservation (authorization). This is common with:
Hotels, car rentals, deposits, and pay-at-pump fuel
Online merchants verifying your card
Merchants checking available balance before completing the sale
Here’s why you might need to wait:
The reservation simply holds funds. The merchant still needs to claim (settle) the payment.
If the merchant doesn’t claim it, the reservation will automatically drop off and the held amount returns to your available balance. This often happens within a few days, but in some cases can take longer.
We can only start a chargeback after the payment is posted (settled). If it remains reserved and then releases, you don’t need a chargeback.
You can track whether a payment is pending (reserved) or posted in your app. Learn more in [link to relevant topic].
When is a chargeback eligible?
Chargebacks are usually eligible when:
You didn’t authorize the payment or your card details were used fraudulently
You never received what you paid for
What you received is significantly different from what was advertised
You were charged more than once for the same purchase
You canceled a subscription but were still charged
A merchant promised a refund that didn’t arrive after a reasonable period
An ATM failed to dispense cash but debited your account
To help your case:
Contact the merchant first and ask for a refund. Keep proof of your conversation.
Collect evidence: receipts, order confirmations, tracking info, cancellation emails, photos, chat logs, and dates/times of calls.
When is a chargeback not eligible?
Chargebacks are unlikely to be approved when:
You changed your mind (buyer’s remorse) or didn’t follow the merchant’s return policy
You agreed to the purchase terms and they were met
The merchant already refunded you, but the reservation hasn’t released yet
You used your card for a deposit (e.g., hotel/car rental) and the hold release is still in progress
Important: Submitting a chargeback without valid grounds or evidence may lead to a denial.
How does the dispute (chargeback) process work?
Here’s the typical flow:
Check your payment status
If the payment is reserved, wait for it to post or release.
If the payment is posted and you have a valid reason, continue.
Contact the merchant
Ask for a refund and keep records of your attempt (emails, messages, call logs).
Start your dispute
Submit your claim from the app and upload evidence.
We review and file with the card network
We’ll assign the correct reason code and forward your evidence.
Merchant response
The merchant can accept the chargeback or contest it with their own evidence.
Final decision
The card network applies their rules and decides. If needed, there may be an additional review round.
Timing:
We review your claim as soon as possible once you submit it.
The full card network process can take several weeks or, in complex cases, a few months. We’ll keep you informed in the app.
What does “approved” or “denied” mean for my money?
Approved
Your money is returned. Any temporary credit becomes final once the network’s decision is confirmed.
Denied
The funds stay with the merchant. We’ll explain the reason code and, if possible, guide you on next steps (for example, providing more evidence or following up with the merchant).
Note: Some disputes may receive a temporary credit while the network reviews the case. If the dispute is later denied, that temporary credit is reversed.
What should I do right now?
Check if your payment is reserved or posted in your app.
If it’s reserved, wait to see if the merchant claims or releases the funds.
If it’s posted and you have a valid reason, contact the merchant and gather evidence.
Start a dispute from the app once you’re ready. See [link to relevant topic].