Do you want to dispute a card charge? What are the different types of chargebacks?
With Qonto, you can easily dispute any transaction you do not recognize or request reimbursement for any payment. There are different types of card disputes 👇
1. A commercial dispute:
A commercial dispute arises when you have registered your card number on a merchant's website or initiated a payment, but:
- The merchant did not fulfill their commitments (the order was not delivered)
- You paid for a service, but it was not provided
- The ordered item does not match what was displayed on the site
In these cases, we encourage you to contact the merchant to request a refund. If you are not satisfied, you should gather all the written exchanges with the merchant. You have a maximum of 90 days to dispute a commercial dispute.
👉 Once the dispute process is completed (including exchanges with the merchant), we invite you to dispute the transaction directly from the Qonto app. Simply select the transaction you want to dispute, click on I need help, and then on I have a problem with the payment, product, or service.
Add all the information you can provide (invoice, proof of defective products/services, exchanges between the customer and the merchant). Our team will respond within the next 24 business hours.
💡 The more information you can provide, the faster the dispute will be processed. The steps to follow are outlined here.
Notice a recurring charge from a merchant you do not recognize:
It is possible that you accidentally subscribed to a membership program following a payment on the merchant's site. This usually happens when a box is pre-selected, granting access to a free trial, which will automatically renew and be charged later.
Unfortunately, Qonto cannot intervene in this case. You will need to request the cancellation and refund of the subscription from the merchant's customer service.
2. A fraudulent card payment
You notice a card payment that you did not authorize:
- First, we advise you to declare your card as lost or stolen to prevent further fraudulent transactions.
- Inform Qonto as soon as possible, but no later than 13 months from the date of the charge. 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 wish to dispute and click on I need help, then select I suspect fraudulent activity.
For a quick and smooth resolution, we recommend you to add all relevant documents. You can include photos, screenshots, emails, and chats. In the description section, provide further details to increase the chances of resolving the dispute. The steps to follow are outlined here.
3. An ATM cash withdrawal:
You made a withdrawal, but no cash was dispensed:
👉 We invite you to dispute the transaction directly from your Qonto App. Simply select the transaction in question and click on I need help, then on I received a different amount or no cash.
The steps to follow are outlined here. You have a maximum of 13 months to dispute an ATM withdrawal.