SEPA 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 an Authorised Refund or Unauthorised Refund in the SEPA scheme.
A claim can be made under the following conditions:
Customers are entitled to a full and immediate refund for any payments they claim have been collected in error.
How a customer can make a claim:
Customers will need to contact their bank and file an indemnity claim. In the first 8 weeks customers are able to charge back a payment through their online banking without any further investigation or review. After the 8 week period the indemnity claim will be reviewed before being granted or declined.
Claim time limit:
Up to 13 months after the payments were collected. In the first 8 weeks customers are able to request a chargeback with no questions asked.
Guide
SEPA Direct Debit customer protection
SEPA Direct Debit Core Scheme
The SEPA Direct Debit Core Scheme protects customers in Europe from payments that are collected in error.
The scheme protects customers in three ways:
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Notifications - Customers have to be notified in advance of an individual payment being collected or when a subscription is set up.
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Chargebacks - Customers are entitled to a full and immediate refund for any payments they claim have been collected in error.
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Control - Customers are able to:
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Instruct how to handle incoming collections by specific merchants specifically or by drawing up black lists (blocking Direct Debits from certain merchants) and white lists (allowing Direct Debits from certain merchants)
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Set maximum payment amounts and specify payment intervals
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Block all Direct debit collections from their account.