If a customer in Australia wishes to challenge the withdrawal of funds from their bank account, this is known as a claim, or a dispute.
There are 3 steps involved in the claims process:
- Customer contacts their bank to dispute a transaction
- Customer completes a form (often in paper format, but can also be completed online), providing transaction details and the reason for submitting a claim
- The claim is reviewed by the bank. If accepted, the funds will be returned to the customer's bank and deducted from GoCardless.
This will appear as a negative amount against the respective merchant's GoCardless account and will be balanced out against subsequent collected payments.
Claim time limit
BECS AU Direct Debit payments can be claimed back up to 7 years after the payment charge date.