The Chargeback Procedure Step by Step in Tilburg
The chargeback procedure helps Tilburg residents recover money from credit card payments in cases of issues such as non-delivered goods, fraud, or defective products. This banking mechanism provides extra protection alongside the statutory cooling-off period and is ideal for local and online purchases in the region.
What is the Chargeback Procedure About?
A chargeback, or 'reversal', is a dispute resolution process handled by credit card providers such as Visa, Mastercard, and American Express. Tilburg consumers can invoke this for credit card payments on in-store purchases in the city or online orders. The bank temporarily refunds the amount while investigating the dispute – a service under the card terms, not a statutory right.
Unlike a simple complaint to the seller, your bank negotiates directly with the merchant's bank, making the process more effective.
Legal Basis for Chargeback
Chargeback relies on various rules, though it is not a fixed right itself:
- Civil Code (CC), Book 6: Art. 6:230p CC requires correction for unauthorized debits. Art. 7:46 CC (sale) and Art. 6:271 CC (distance sales) provide the foundational rights.
- PSD2 Directive (EU 2015/2366): Banks must honor fraud claims (arts. 72-74), in the Netherlands via the Financial Supervision Act (FSA).
- Card Rules: Visa/Mastercard codes (e.g., 13.3 for non-delivery) bind banks.
The ACM and DNB oversee this nationwide. Tilburg residents can find more details in the article on chargeback.
Step-by-Step Guide to Requesting a Chargeback
Act quickly: deadlines often run up to 120 days from transaction or delivery date. Here's how Tilburg residents do it:
- Complain to the Seller: Send evidence (receipt, emails) and wait 14 days. Document everything carefully.
- Contact Your Bank: Call or use online banking to submit the chargeback form with details, reason, and uploads (photos, messages).
- Provisional Refund: Often within 10 working days, sometimes with €15-25 fee.
- Investigation Phase: Banks exchange evidence (30-90 days).
- Decision: If you win, the money stays; if you lose, repay it. Appeal possible.
- Escalation: If denied: consult Legal Aid Office Tilburg for advice, Disputes Committee, or District Court of Zeeland-West-Brabant in Breda. Fraud? Report to police immediately.
Example 1: Non-Delivered Smartphone from Tilburg
You buy an iPhone for €800 with Visa online from Tilburg. Weeks pass with no delivery via PostNL. Complaint to shop (no response), then chargeback with your bank. With order confirmation and tracking, you win: money refunded.
Example 2: Credit Card Fraud in Tilburg
Card details stolen, €500 in purchases. Report to bank and local police. Chargeback succeeds quickly due to fraud priority – no seller evidence needed.
Rights and Obligations in Chargeback
Your Rights as a Tilburg Resident
- Refund for non-delivery, defective product, fraud, double payment, or mismatch with description.
- Coverage up to €30,000 (card limit).
- Free if successful.
Your Obligations
- Provide evidence: invoices, chats.
- No fraud: dishonest claims are criminal (Art. 326 Criminal Code).
- Meet deadlines (120-540 days).
| Aspect | Chargeback | Withdrawal (CC art. 6:271) |
|---|---|---|
| Applies to | Credit card only | Any payment, distance sales |
| Deadline | 120 days | 14 days |
| Procedure | Via bank | With seller |
| Fraud | Yes, fast | No |
Frequently Asked Questions on Chargeback in Tilburg
Can I use chargeback for debit card payments?
No, only credit cards. For debit: bank procedure or directly with seller. Apple Pay? Depends on card type.
How long does it take?
Provisional: 10 working days. Investigation: 30-90 days. Fraud expedited.
Chargeback rejected?
Appeal with more evidence. Then Legal Aid Office Tilburg, Disputes Committee, ACM, or district court at Zeeland-West-Brabant District Court.
For subscriptions?
Yes, for failed services. Cancel first.
Tips for Tilburg Residents
- Always Save Evidence: Screenshots, receipts – crucial for success.
- Consult Legal Aid Office Tilburg for free escalation help.
- Check Municipality of Tilburg for local consumer advice.