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.
👉 Once your dispute file is complete (including exchanges with the merchant), we invite you to contact us through the chat and select “Card transaction dispute”. You will be led to a survey to fill in for more details.
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.
👉 We then invite you to contact us through the chat and select “Card transaction dispute”. You will be led to a survey to fill in for more details.
3. An ATM withdrawal (automated teller machine)
You made a withdrawal but the bank notes did not come out :
👉 We invite you to contact us through the chat and select “Card transaction dispute”. You will be led to a survey to fill in for more details.