When to dispute a payment
The goods or services you received didn’t match the seller’s description, were counterfeit, or were never delivered
If you were charged by mistake or the transaction was shown as declined but you were still charged
If your card details were used without your consent or you suspect that you’re a victim of fraud
Only card-not-present transactions can be disputed. Chargebacks aren’t possible for payments verified with a PIN so it's vital to keep your PIN secure. Always change your PIN if you believe it has been compromised.
Always first attempt to resolve any issue directly with the seller. It's quicker, easier, and failing to do so may damage your case. Chargebacks should be treated as a last resort.
Start a chargeback
Within 90 days of the disputed transaction, contact our Support Team to inform us you wish to challenge the payment. We’ll investigate the eligibility for a chargeback, which type of chargeback to pursue and send you a dispute form.
Submit a completed dispute form and any supporting documentation, such as copies of related receipts, invoices or email confirmations. Try to be as detailed as possible, the more information you provide, the better we can represent your case.
We’ll forward these documents to Mastercard, who will contact the seller’s bank.
If successful, the amount of the original transaction will return to your SumUp Card.
If unsuccessful, we’ll inform you of the outcome. In rare cases, the outcome can be appealed and a second chargeback initiated. This will be assessed on a case-to-case basis.
How long do chargebacks take?
Chargebacks can take up to 45 calendar days after the initial chargeback request. If a second chargeback is necessary to resolve the issue, this may take a further 45 days.
If you find yourself on the other side of a payment dispute, check out our guide on defending against payment disputes.