A chargeback is a formal dispute process that reverses a card payment when something goes wrong: fraud, a merchant who never delivered, or a charge you do not recognize. It is your way to recover money through your bank and the card network, not by arguing only with the shop.

What is a chargeback?

A chargeback happens when your bank sends a reversal request through the card network (such as Mastercard or Visa) to the merchant's bank. If the dispute is valid under network rules, the payment is undone and the amount returns to your account. Chargebacks exist to protect cardholders when normal refunds fail or are not possible.

Chargebacks are not the same as a friendly refund. A refund is voluntary from the merchant. A chargeback is a regulated dispute with evidence, timelines, and reason codes. Merchants can challenge a chargeback if they believe the payment was legitimate.

When chargebacks apply

Common reasons cardholders file chargebacks include:

• Unauthorized use: Someone used your card or card details without permission.

• Non-delivery or not as described: You paid for goods or services that never arrived or were materially different from what was promised.

• Duplicate or incorrect charge: You were billed twice or for the wrong amount.

• Canceled subscription: You canceled but were charged again (subject to network and local rules).

Each case must fit a reason code defined by the card scheme. Your bank will ask for documents: receipts, emails with the merchant, tracking info, or a police report for fraud.

How the chargeback process works

The steps are similar across banks, though timing varies.

• Report: You contact your bank and explain the problem. Do this as soon as you notice the issue.

• Investigation: Your bank may provisionally credit your account while they review the claim.

• Network dispute: The bank sends the chargeback to the merchant's bank through the card network.

• Merchant response: The merchant can accept the chargeback or submit evidence to fight it.

• Outcome: You win (money stays returned), lose (charge is reapplied), or the case is split depending on evidence.

The process can take weeks or months. That is why trying a merchant refund first is often faster when the shop is cooperative.

Chargeback vs. refund vs. payment recall

These terms overlap in conversation but mean different things.

• A refund is initiated by the merchant back to your card.

• A chargeback is a card dispute you start through your bank for card payments.

• A payment recall applies to bank transfers (such as some SEPA transfers), not card taps. You cannot chargeback a wire the same way you chargeback a card purchase.

For card spending, use your bank's dispute flow. For mistaken transfers, ask about recall rules under Payments.

Protecting yourself before you need a chargeback

Prevention beats disputes. Use secure banking habits: Instant Notifications on every payment, freeze your card if you lose it, and use a Digital Card with a limit for unfamiliar websites. If something looks wrong, act quickly; delays can weaken a dispute.

Read more about how bunq handles security at Security.

Common questions

How long do I have to dispute a charge?

Time limits depend on the card network and the reason code, often between 60 and 120 days from the transaction or statement date. Report suspicious charges immediately; do not wait for the next statement.

Will I always get my money back?

Not automatically. The bank and network decide based on evidence. Clear fraud or obvious merchant failure helps your case. Subjective disagreements (for example, you changed your mind) may not qualify.

Can chargebacks hurt my account?

Abusing chargebacks can flag your account with banks and merchants. File disputes in good faith for real problems. Repeated unfounded claims may affect your relationship with your bank.