Hey bunqers 🌈,
We know a denied chargeback can be frustrating. We are here to help you understand why your chargeback was denied and what the reason for that could be.
In some cases, Mastercard has specific criteria that has to be met for the chargeback to be processed. If you don’t meet Mastercard’s criteria for a chargeback, your chargeback will be denied, and we can not override these rules.
Let’s look into the requirements that must be met to get the chargeback, the most common reasons for denial, and what you can do next together.
Common reasons for denial
The payment is older than 120 days. If the transaction was settled more than 120 days ago, it’s not eligible and we can’t process a chargeback.
We’ve already submitted or denied a chargeback for this payment. Once a chargeback for the same transaction has been processed (approved or denied), we can’t initiate another request for it.
Over 15 fraud-related chargeback requests per card. If there are more than 15 transactions reported as fraudulent (not authorized) with the same card, Mastercard rules require us to deny any further fraud-related chargeback requests for that card.
You have a transaction history with the merchant. If you’ve paid this merchant before, you’ve likely accepted their Terms & Conditions. In these cases, disputes should be settled directly with the merchant, and requests may be denied under Mastercard rules.
The payment was authorized via 3D Secure or made via Apple Pay/Google Pay. If the payment was authenticated with 3D Secure or made through Apple Pay/Google Pay, it means you approved the charge. These cases aren’t eligible for chargeback under Mastercard regulations.
The payment was performed with a Maestro card. Consumer Protection from Mastercard applies to Mastercard debit or credit card payments. We can’t process chargebacks for Maestro payments.
Subscriptions and recurring payments. A chargeback is not a valid way to cancel a subscription. You must cancel the subscription directly with the merchant. Using a chargeback as a substitute for cancellation isn’t eligible and will result in denial.
We didn’t receive your response or documents in time. You have 30 days to provide the requested documents or response. However, Mastercard rules require claims to stay within the 90 or 120-day timeframe (depending on the chargeback reason). If these scheme deadlines are exceeded, the case can’t proceed.
What should I do if my chargeback was denied?
If your chargeback was denied, here’s how to move forward:
Try resolving the issue directly with the merchant (refund, replacement, or cancellation). This is the fastest way to close the dispute.
If the merchant is unresponsive or refuses to cooperate, gather the documents mentioned in the denial message such as receipts, cancellation confirmations, correspondence, proof of return. You can then contact us via Support chat in the app. Our Cards team will review your case and confirm if any further action is possible.
Tips to keep your claim eligible
Cancel subscriptions with the merchant and keep confirmation emails.
Save all communication with the merchant (dates, messages, outcomes).
Respond to our document requests within 30 days.