Hey bunqer 🌈

We know a denied chargeback can be frustrating. Mastercard sets strict rules on when a chargeback is allowed, and your request must meet those criteria. If the case doesn’t fit those rules, we need to deny it.

Below you’ll find the most common reasons for denial, what you can do next, and important timeframes to keep your claim on track.

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 after a denial?

If your chargeback was denied, here’s how to move forward:

• If the merchant provided valid proof
  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 (receipts, cancellation confirmations, correspondence, proof of return, etc.) and 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 and before the 90/120-day scheme deadline.