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Do you want to dispute a card debit?
Do you want to dispute a card debit?
Updated over a week ago

With Qonto you can easily dispute any transaction you do not recognize or make a claim.
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There are different types of card dispute 👇

1. A commercial litigation

A commercial litigation occurs when you have registered your card number on a merchant’s website or you initiated a payment but:

  • The merchant did not meet his commitments (your order has not been delivered)

  • You paid for a service, but it was not honored

  • The ordered item is not consistent with the one displayed on the site

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.

You have a maximum of 90 days to dispute a commercial dispute.

👉 Once your dispute file is complete (including exchanges with the merchant), we invite you to dispute the transaction directly from your Qonto App.

You just need to select the transaction you would like to dispute and click on Need help, and then I have an issue with the payment, product, or service.

Add all the information you can provide (invoice, proof of defective goods/services, mail exchanges between the client and the merchant). Our team will come back to you within the next 24 business hours.

💡The more information you can provide, the faster your dispute will be treated.

You can find the steps here.

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.

You have a maximum of 56 days (8 weeks) to dispute a fraudulent payment.

👉 We then invite you to dispute the transaction directly from your Qonto App. Select the transaction you would like to dispute and click on Need help, then select I suspect fraudulent activity.

For a ask and smooth resolution, please add all relevant documents. You can include, photos, screenshots, emails and chats. In the description section, provide additional details in order to increase the chances of solving your dispute.

You can find the steps here.

3. An ATM withdrawal (automated teller machine)

You made a withdrawal but the bank notes did not come out:

👉 We invite you to dispute the transaction directly from your Qonto App. You just need to select the transaction concerned and click on Need help, and then I received a different amount or no cash.

You can find the steps here.

You have a maximum of 90 days to dispute an ATM withdrawal.

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