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Do you want to dispute a card debit?
Do you want to dispute a card debit?
Gabrielle avatar
Written by Gabrielle
Updated over a week ago

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.

👉 As a last resort if you do not get satisfaction, 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.

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.

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