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.

Note:

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.

How to start a chargeback

  1. Within 90 days of the transaction, contact our Support Team to inform us of your desire to dispute a payment. We'll investigate the transaction’s eligibility for a chargeback and which type of chargeback to pursue.

  2. Fill out the dispute form provided by us and provide 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.

  3. We will 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.

Note:

If you find yourself on the other side of a payment dispute, check out our guide on defending against payment disputes.