If a customer wishes to reverse a payment after the first 7 working (business) days in the month the payment is charged, they must do so by filing a Claim with their bank.
The customer process
The general customer claim process is as follows:
1. Customer contacts their bank to initiate a claim against a transaction (this process varies from bank to bank).
2. If the customer's bank accepts the claim, their bank will send the valid claim to GoCardless' Danish sponsor bank.
3. 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 balanced out against subsequent collected payments.
Claim time limit
Within Betalingsservice, Direct Debit payments can be claimed back up to 13 months after the charge date.