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 a Recourse or Claim in the PAD scheme.
A claim can be made under the following conditions:
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The Pre-authorised Debit payment was not taken in accordance with the the Pre-Authorised Debit authorisation
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The customer revoked the Pre-Authorised Debit authorisation
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Confirmation or notification was not given
How a customer can make a claim:
The customer will need to contact their bank directly to make a claim. The process for making a claim will vary from bank to bank and they may be asked to submit an electronic reimbursement claim or make the claim in a bank branch. Once the claim has been reviewed and granted by the bank, the funds will be returned to the customer.
Claim time limit:
10 days after the charge date for business customers and within 90 days of the charge date for individual customers.