If you've encountered an issue with a transaction and need to dispute it, you can do so directly through your Qonto app.
Step 1: Identify the transaction
Navigate through your transaction history and select the transaction you wish to dispute. Click on I need help associated with the transaction in question.
Step 2: Indicate the reason for the dispute
If you believe the transaction was unauthorized or fraudulent, select Suspected fraudulent activity to indicate this as the reason for the dispute. If it is a commercial dispute, click on I have an issue with the payment, product, or service. To dispute an ATM transaction, click on I received a different amount or no cash.
Step 3: Security measures
For your safety, once you initiate the dispute, your card will be temporarily blocked to prevent further unauthorized activity. Rest assured, you will have the option to unblock your card later.
Step 4: Select additional transactions (optional)
If there are other transactions from the same merchant you wish to dispute, you can select them at this stage. The system will display all related transactions, allowing you to easily add them to your dispute.
Step 5: Provide supporting documents
The system will request details of the dispute and supporting documentation. To support your request, we invite you to attach documentation related to the disputed transaction (e.g., police report, screenshots, correspondence with the merchant or alleged fraudster, etc.). These documents are crucial for evaluating your request; therefore, we encourage you to provide as much information as possible to process your request accurately and thoroughly.
In the case of a commercial dispute, please wait at least 7 days from the date you contacted the merchant before initiating the dispute request. Once we receive the dispute request, we will verify its content, and the case will be handled.
Step 6: Describe the problem
In the designated field, provide a detailed description of the situation. Include as many details as possible about what happened, any interaction with the merchant, and why you believe the transaction is disputable. The more information you provide, the better we can assist you.
Step 7: Submit your dispute
After completing all the previous steps and reviewing the information provided, click on Submit the dispute. The dispute will be reviewed, and our team will begin the process of investigating the claim.
Alternatively to the process via the Qonto interface, you can dispute unauthorized payment transactions this way:
- Carefully fill out this form
- Attach documentation related to the disputed transaction (e.g., emails, received SMS, photos, screenshots of visited websites, a police report, etc.)
- Share your dispute file with support@qonto.com.
👆These documents are crucial for evaluating your request; therefore, we encourage you to provide as much information as possible to process your request accurately and thoroughly.
What happens next?
After submitting the dispute, our team will diligently work to investigate the claim. You will receive updates on the status of the dispute and any further actions that may be required from you. You will receive feedback via email no later than the end of the next business day following the receipt of the dispute or form. For more details on eligibility criteria, check out this dedicated article.
Qonto will refund the amount of unauthorized transactions indicated unless there is a justified suspicion of fraud or your failure to meet your obligations with intent or gross negligence. In case of suspected fraud, Qonto may suspend the refund; if it is later proven that the transactions were authorized, Qonto will have the right to request or obtain the return of the refunded amount, notifying the customer.
We understand that dealing with disputed transactions can be stressful, and we are here to assist you every step of the way. If you have questions or need further assistance, please do not hesitate to contact our customer support team via email at support@qonto.com or by phone at +390282959848.
Thank you for your cooperation and for taking the necessary steps to protect your account.