Autogiro Chargeback Process
The customer claims / payment returns process gives customers protection against unauthorised payments being collected from their account.
Please note: A chargeback / customer claim is known as a payment refund in the Autogiro scheme.
A claim can be made under the following conditions:
If a payment has been collected in error or was not authorised.
How a customer can make a claim:
The customer will need to contact their bank to dispute the transaction. The report is then submitted to Bankgiro by the customer’s bank, who will then investigate further.
Once the investigation is completed and the chargeback request is granted, the customer will receive the funds back into their account. The customer’s bank then notifies GoCardless of the chargeback.
Claim time limit:
For unauthorised payments the customer can request a chargeback up until 13 months after it was collected.
For authorised payments, where the customer believes there was an error with the amount or notification, they have 8 weeks to request a chargeback.
Guide
Direct Debit protection for customers
In Sweden there are two main sources of protection for customers making payments by Direct Debit.
Under the The Swedish Payment Services Act (2010:751) a customer is entitled to a full refund for any payment taken in error and allows customers to cancel an outgoing Autogiro payment at any time by contacting their bank.
Further protection is offered by the Autogiro rules which require that a customer is notified in advance of each payment. The notification must typically be given at least 8 working days before a payment is taken, although there are certain exemptions. For more information on this please see our guide on taking Autogiro payments . In addition to this, the customer can cancel an Autogiro authorisation (mandate) at any time by contacting their bank.