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 |