- Direct Debit protection for customers
- How do customers request a chargeback?
- Is there a time limit for customers to request a chargeback?
Direct Debit protection for customers
In Sweden there are two main sources of protection for customers making payments by Direct Debit:
- The Swedish Payment Services Act (2010:751)
- The Autogiro rules
The Swedish Payment Services Act (2010:751)
The Swedish Payment Services Act (2010:751) protects customers in two ways:
- Chargebacks - customers are entitled to a full refund of any payment that has been taken in error.
- Cancellations - customers can cancel an outgoing Autogiro payment at any time by contacting their bank.
The Autogiro rules
Further protection offered by the Autogiro rules:
- Notifications - customers must be notified in advance of each payment. Notification must typically be given at least 8 working days before a payment is taken, although there are certain exemptions. For more details see our guide on taking Autogiro payments.
- Mandate cancellations - customers can cancel a Autogiro mandate at any time by contacting their bank.
How do customers request a chargeback?
Customers can contact their bank to report a Direct Debit payment that has been collected in error.
This report is submitted to Bankgiro by the customer’s bank, who investigate into the payment collection.
If the chargeback request is granted the customer will then receive the funds back into their account.
Once this happens the customer's bank will notify GoCardless of the chargeback.
As soon as we receive notification of the chargeback, an email is triggered to notify the merchant.
Is there a time limit for customers to request a chargeback?
Customers can chargeback an unauthorised payment up until 13 months after the payment is collected.
Customers have 8 weeks to chargeback an authorised payment if they believe there is an error with the amount or notification they received.
