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Chargebacks / Customer Claims

The customer claims /  payment returns process gives customers protection against unauthorised payments being collected from their account.

The customer claims process and the claim time limit is different for each scheme and you can find more information relevant to each scheme in our reference section.

Please note: In any case of a chargeback the returned funds will appear as a negative amount against your GoCardless account and will be balanced out against subsequent collected payments.

Terminology

A customer claim is referred to as a chargeback in the GoCardless dashboard. 

The term used for customer claims will vary depending on the scheme:

SCHEME TERM USED

Australia (BECS)

Dispute

Canada (PAD)

Recourse / Claim

Denmark (Betalingsservice)

Rejection / Reversal

Eurozone (SEPA)

Authorised Refund / Unauthorised Refund

New Zealand (BECS NZ)

Reversal

Sweden (Autogiro)

Payment refund

United Kingdom (BACS)

Direct Debit Indemnity Claim

United States (ACH)

Unauthorized returns

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