As a SumUp Cardholder, there might be a time when you have to request a chargeback or dispute a payment that went through on your card.

We hope that you don't have to, but if you find yourself in that situation, you'll be able to find all the relevant information to help you here.

What is a chargeback?

A chargeback is a request to have a payment refunded to a cardholder’s bank account.
This request is started by you, the cardholder, but is in fact performed by the credit card provider, in this case being SumUp and MasterCard.

So when a transaction from your SumUp Card doesn’t quite add up, you can authorise us to dispute it on your behalf to get your money back.

Please note: Card-present transactions or transactions where you had to enter your PIN to verify the payment cannot be disputed. Please, never share your PIN or SumUp Account information with strangers.

As a SumUp merchant, you might also find yourself in a situation where a customer is requesting a chargeback from you. You can find out how to deal with that here.

When should I dispute a payment?

There are several reasons for requesting a chargeback, however, before doing so please always try to solve the issue directly with the original seller. Often, it could be a simple mistake that is quick and easy to fix. A chargeback should always be the last means taken to solve an issue.

So when should you dispute a payment?

    • If the goods you ordered didn't match the seller's description, were counterfeit or not delivered.
    • If you were charged by mistake or the transaction was shown as declined.
    • If your card details were used without your consent or you suspect that you are a victim of fraud.
How to raise a chargeback?

In the event that the issue wasn’t solved between you and the seller, you can raise a chargeback through your card provider–in this case, SumUp.

The process

Step 1:
Please contact our Support team to inform us about your wish to dispute a payment. We will quickly investigate if the transaction is eligible for a chargeback and which type of chargeback should be raised.

Note: You must request chargeback within 120 days of the incorrect transaction.

Step 2:
Download and fill in the dispute form found at the bottom of this page, and send it to us.
You should be as detailed as possible to support your request including all necessary information, and any additional documentation that you have, for example, copies of receipts, invoices or email confirmations.

Step 3:
Once we have received this form and all supporting documents, we will forward it to MasterCard who then will govern the chargeback by contacting the seller’s bank.

If your chargeback is successfully processed, we will be notified by MasterCard and add the value of the original payment to your SumUp Card.

If your chargeback request is unsuccessful, the money will not be returned to your SumUp Card. In rare cases, this can be disputed further, but this is not a guarantee and will be analysed on a case-by-case basis.

How long does it take?

A chargeback can take up to 45 calendar days after the initial chargeback request. If the payment continues to be disputed after the first outcome, it can take up to another 45 days for the second ruling.

If you have any further questions about chargebacks or SumUp in general, don’t hesitate to contact our Support team.

Download SumUp's dispute form:

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