The Chargeback Procedure Step by Step in Rotterdam
The chargeback procedure helps Rotterdam residents recover funds from credit card payments in cases of issues such as non-delivered goods, fraud, or defective products. This banking mechanism provides extra protection beyond the statutory cooling-off period, ideal for shoppers in the Maasstad.
What Does the Chargeback Procedure Entail?
A chargeback, or 'reversal', is a dispute resolution process handled by credit card providers like Visa, Mastercard, and American Express. In Rotterdam, you can invoke this for problems with online or in-store purchases paid by credit card. The bank temporarily refunds the amount during the investigation – a contractual service, not a legal right.
Unlike simple complaints to webshops, the bank negotiates directly with the merchant's bank (acquirer), making the process more effective for Rotterdam locals.
Legal Basis for Chargeback
Chargeback is not based on a single law, but on various frameworks:
- Civil Code (CC), Book 6: Art. 6:230p CC requires correction for unauthorized debits. Art. 7:46 CC (sale) and Art. 6:271 CC (distance sales) provide the foundational rights.
- PSD2 Directive (EU 2015/2366): Banks must process fraud chargebacks (arts. 72-74), in the Netherlands via the Financial Supervision Act (Wft).
- Card Rules: Visa/Mastercard rules (e.g., 13.3 for non-delivery) bind banks.
ACM and DNB provide oversight. Rotterdam residents: check the chargeback article for more. For questions, call Juridisch Loket Rotterdam.
Step-by-Step Guide to Requesting a Chargeback
Act quickly: deadline often 120 days from transaction or delivery date. As a Rotterdam resident, for local purchases start with the Municipality of Rotterdam or trusted stores.
- Complain to the seller: Send evidence (invoice, emails). Wait 14 days. Document everything!
- Contact your bank: Call or use app/online banking. Complete the form with details, reason, and evidence (photos, chats).
- Temporary refund: Often within 10 working days (fee €15-25 possible).
- Investigation phase: Bank checks with merchant's bank; 30-90 days.
- Decision: If you win, funds stay refunded; if you lose, repay. Appeal possible.
- Escalate: To Disputes Committee, District Court of Rotterdam, or Rotterdam Police for fraud.
Example 1: Non-Delivered Laptop in Rotterdam
You buy a €900 laptop with Mastercard from an online shop. Weeks pass with no PostNL delivery. Complaint to webshop (no reply), chargeback with your bank. Evidence: order and tracking. After investigation: funds refunded.
Example 2: Credit Card Fraud
Card details stolen for €600 Rotterdam tickets. Report immediately to bank and Rotterdam Police. Fraud chargeback approved in 10 days, no merchant evidence needed.
Rights and Obligations in Chargeback
Your Rights as a Rotterdam Resident
- Refund for non-delivery, defects, fraud, duplicates, or description mismatch.
- Coverage up to €30,000 (card limit).
- No fees if successful.
Your Obligations
- Provide evidence: invoices, emails.
- No fraud: false claims are punishable (art. 326 Criminal Code).
- Meet deadlines: 120-540 days.
| Aspect | Chargeback | Withdrawal Right (CC art. 6:271) |
|---|---|---|
| Applies to | Credit card only | All methods, distance sales |
| Deadline | 120 days | 14 days |
| Procedure | Via bank | With seller |
| Fraud | Yes, expedited | No |
Frequently Asked Questions on Chargeback in Rotterdam
Can I use chargeback for debit card payments?
No, only credit card. For debit: bank procedure or direct to seller. Apple Pay/Google Pay: depends on card type.
How long does it take?
Preliminary: 10 working days. Investigation: 30-90 days. Fraud: expedited.
Chargeback rejected?
Appeal to bank with more evidence. Then Disputes Committee, ACM, Juridisch Loket Rotterdam, or District Court of Rotterdam.
For subscriptions?
Yes, for failed services (e.g., broken stream). Cancel first.
Tips for Rotterdam Consumers
- Archive evidence: Always save invoices, chats, and trackings.
- Consult Juridisch Loket Rotterdam for free advice.
- For local disputes: Contact Municipality of Rotterdam or District Court of Rotterdam.
- Use ING/ABN AMRO apps for quick chargebacks.