There are different types of card dispute 👇
1. A commercial litigation
You have registered your card number on a merchant’s website:
- The merchant did not meet his commitments
- You paid for a service, but it was not honored
- Your order does not comply or has not been delivered
- The ordered item is not consistent with the one displayed on the site
- The package was not delivered
For these cases, we invite you to first contact the merchant to request a refund. If you do not get satisfaction, you will have to gather all the written exchanges with the merchant.
You have a maximum of 13 months to dispute a commercial dispute.
👉 Once your dispute file is complete (including exchanges with the merchant), we invite you to dispute the transaction directly from your Qonto App.
You just need to select the transaction you would like to dispute and click on Need help, and then I have an issue with the payment, product, or service.
Add all the information you can provide (invoice, proof of defective goods/services, mail exchanges between the client and the merchant). Our team will come back to you within the next 24 business hours.
đź’ˇThe more information you can provide, the faster your dispute will be treated.
You can find all the details right here.
You notice a recurring debit from a merchant you know:
It is possible that you have unwillingly signed up for a subscription program following a payment on the merchant's site. This typically happens when a box is checked by default and gives you access to a free trial, which will be automatically renewed and charged later.
Unfortunately, Qonto cannot intervene in this case. You will have to request the cancellation and refund of the subscription from the merchant's customer service.
2. A fraudulent payment by card
You notice a card payment that you did not initiate:
- First of all, we advise you to declare your card as “lost” or “stolen” to avoid new fraudulent transactions.
You have a maximum of 13 months to dispute a fraudulent payment.
👉 We then invite you to dispute the transaction directly from your Qonto App. Select the transaction you would like to dispute and click on Need help, then select I suspect fraudulent activity.
For a fast and smooth resolution, please add all relevant documents. You can include, photos, screenshots, emails, and chats. In the description section, provide additional details in order to increase the chances of solving your dispute.
You can all the steps right here
3. An ATM withdrawal (automated teller machine)
You made a withdrawal but the bank notes did not come out:
👉 We invite you to dispute the transaction directly from your Qonto App. You just need to select the transaction concerned and click on Need help, and then I received a different amount or no cash.
You can find the steps here
You have a maximum of 13 months to dispute an ATM withdrawal.