The Chargeback Procedure Step by Step in Utrecht
The chargeback procedure helps Utrecht residents recover money from credit card payments in cases of issues such as non-delivery, fraud, or defective products. This banking mechanism offers additional protection beyond the statutory cooling-off period. At Het Juridisch Loket Utrecht, you can obtain free advice on your rights.
What Does the Chargeback Procedure Entail for Utrecht Residents?
A chargeback, or refund, is a dispute resolution process handled by credit card providers like Visa, Mastercard, and American Express. In Utrecht and surrounding areas, consumers use it for payments to online stores or physical shops in the city. The bank temporarily refunds the amount while the investigation is ongoing. It is a contractual service, not a statutory right, but reliable for local purchases.
Difference from standard complaints: the bank mediates directly with the seller's bank, which is more effective than just contacting a Utrecht webshop.
Legal Basis for Chargeback in the Netherlands
Chargeback is supported by various rules relevant to Utrecht consumers:
- Civil Code (BW), Book 6: Art. 6:230p BW corrects unjustified payments; Art. 7:46 BW and 6:271 BW protect in cases of distance sales and withdrawal.
- PSD2 Directive (EU 2015/2366): Requires chargebacks for fraud (arts. 72-74), implemented via the Financial Supervision Act (Wft).
- Card Rules: Visa/Mastercard codes (e.g., 13.3 for non-delivery). Oversight by ACM and DNB.
For more information on recovering money, see our article Chargeback in Utrecht. If in doubt, contact Het Juridisch Loket Utrecht.
Step-by-Step Guide to Requesting a Chargeback from Utrecht
Act quickly: deadline is often 120 days from transaction or delivery date. Keep proof of Utrecht transactions.
- Complaint to Seller: Email with invoice and emails; allow 14 days to respond.
- Contact Bank: Call or log in to your bank (e.g., ING in Utrecht); complete the form with details and evidence.
- Temporary Refund: Often within 10 working days, sometimes with a €15-25 fee.
- Investigation Phase: Banks exchange evidence (30-90 days).
- Decision: Win = keep the money; loss = repay. Appeal possible.
- Escalation: After rejection, go to Disputes Committee, District Court of Utrecht, or police (for fraud). Seek help from Municipality of Utrecht or Het Juridisch Loket Utrecht.
Example 1: Non-Delivered Laptop in Utrecht
You order a €900 laptop with Mastercard from an online store. After 3 weeks, no delivery via PostNL in Utrecht-Zuid. After unsuccessful emails, you initiate chargeback with ABN AMRO. Evidence: order and tracking. Bank approves; money refunded.
Example 2: Credit Card Fraud in the City
Card details stolen for €600 in local cinema tickets. Report immediately to bank and Utrecht police; chargeback approved in 10 days – fraud is prioritized.
Rights and Obligations in Chargeback for Utrecht
Your Rights as a Resident
- Refund for non-delivery, defects, fraud, duplicates, or non-conformity.
- Coverage limit up to €30,000.
- Free if successful.
Your Obligations
- Provide evidence: receipts, chats.
- No fraud: punishable (art. 326 Criminal Code).
- Meet deadlines: 120-540 days.
| Aspect | Chargeback | Withdrawal (Civil Code art. 6:271) |
|---|---|---|
| Applies to | Credit cards only | All methods, distance sales |
| Deadline | 120 days | 14 days |
| Procedure | Via bank | With seller |
| Fraud | Yes, fast | No |
Frequently Asked Questions on Chargeback in Utrecht
Can I use chargeback for debit card payments?
No, only credit cards. For debit: bank procedure or directly with seller. Apple Pay follows the card.
How long does it take?
Refund: 10 days. Investigation: 30-90 days; fraud faster.
What if it's rejected?
Appeal to bank, then Disputes Committee, ACM, or district judge at District Court of Utrecht. Help via Het Juridisch Loket Utrecht.
Does it apply to subscriptions?
Yes, for failing services. Cancel first.
Tips for Utrecht Residents
- Always Keep Proof: Screenshots, tickets.
- Check local stores in Hoog Catharijne for credit card options.
- Consult Het Juridisch Loket Utrecht for free guidance.
- For escalation: start at Municipality of Utrecht consumer desk.