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 Rejection or Reversal in the Betalingsservice scheme.
A claim can be made under the following conditions:
If the customer wishes to dispute the payment that has been collected.
How a customer can make a claim:
The customer will need to contact their bank to initiate the claim (the process varies from bank to bank). If the customer’s bank accepts the claim, they will send the valid claim to GoCardless’ Danish sponsor bank. The claim is then reviewed by the bank and if it’s accepted the funds will be returned to the customer.
Claim time limit:
Payments can be claimed back for up to 13 months after the charge date.