Do you need to start a chargeback process?

Do you need to start a chargeback process?

Don’t recognize a card transaction? Were you charged twice? Did you order a product or service that never arrived, or is the transaction for a higher amount than you agreed to?

You may be entitled to a chargeback and here’s what you need to do!

If you don’t recognize the transaction

1. Block the card.
   You can freeze the card immediately in the indó app to prevent further misuse, but to start the chargeback process you must contact us during customer service opening hours and have the card fully blocked. A chargeback on the grounds of fraud cannot be initiated unless the card is blocked first.

2. Send us a message via the in-app chat.
   You’ll find the chat by going to “Stuff” at the bottom right corner. The reason is that the chat is in an authenticated environment and we need electronic identification for any actions involving our customers’ accounts. Please include the merchant’s name, the transaction date, and the authorization reference. You can find this information by tapping the transaction in the indó app.

Note: It’s important to submit the requested documents within 90 days of the transaction date. After that, the deadline for performing a chargeback has expired.

If the transaction was carried out and approved with a PIN, a mobile wallet payment on your phone, or in-app (3D Secure Confirmation), then unfortunately a chargeback cannot be requested on the grounds that it was fraudulent.

If you recognize the transaction but have a dispute

(e.g., you were charged more than once, you were charged more than agreed, or the goods/services were not received):

1. Contact the merchant and try to resolve the issue and get the transaction corrected.

2. If you cannot resolve it directly with the merchant, contact us and we’ll assist you with the chargeback process.

3. Send us a message via the in-app chat in the indó app. You’ll find the chat by going to “Stuff” at the bottom right corner. Because the chat is in an authenticated environment, we require electronic identification for all actions related to customer accounts. Please include the merchant’s name, the transaction date, and the authorization reference (found by tapping the transaction in the indó app).

It’s also important to submit all documents you believe support your case, such as:

• Proof that you attempted to resolve the issue directly with the merchant, and how.

• A copy of the order or details of what was ordered, and the expected delivery date of the goods/services.

• Confirmation that the goods/services were not received.

These documents must be submitted within 90 days from the date the goods or services were not received. After that, the deadline for performing a chargeback has expired.

The chargeback process covers up to 35 transactions that are no more than 90 days old. To speed up the process and prevent the case from lapsing, it’s important that all supporting documents accompany your application.