The Chargeback Procedure Step by Step in Amsterdam
For Amsterdam residents, the chargeback procedure offers a powerful way to recover money from credit card payments in cases of issues such as non-delivered orders, fraud, or defective products. This banking mechanism provides extra protection alongside the statutory cooling-off period and is ideal for online shoppers in the city.
What Does the Chargeback Procedure Entail for Amsterdam Residents?
A chargeback, or 'reversal', is a dispute resolution process handled by credit card providers such as Visa, Mastercard, and American Express. In Amsterdam, you can invoke this for payments on purchases in shops along the Kalverstraat or online orders. The bank temporarily refunds the amount while the investigation is ongoing – a contractual service, not a statutory right.
Unlike a simple complaint to the seller, your bank negotiates directly with the seller's bank, making the process more efficient for city dwellers with busy schedules.
Legal Basis for Chargebacks in the Netherlands
Chargebacks are not based on a single law, but on various frameworks:
- Dutch Civil Code (DCC), Book 6: Art. 6:230p DCC requires correction for unauthorized debits. Art. 7:46 DCC (sale of goods) and Art. 6:271 DCC (distance sales) underpin consumer rights.
- PSD2 Directive (EU 2015/2366): Mandates chargebacks for fraud (arts. 72-74), implemented in the Financial Supervision Act (Wft).
- Card Rules: Visa/Mastercard rules (e.g., 13.3 for non-delivery) bind banks.
The ACM and DNB provide oversight. Amsterdam residents can find more details in the article on chargebacks or at the Amsterdam Legal Advice Office.
Step-by-Step Guide to Chargebacks in Amsterdam
Act quickly: deadlines are often 120 days from transaction or delivery date. Follow this plan for success.
- Complaint to Seller: Send evidence (receipt, emails) and allow 14 days for response. Document everything digitally.
- Contact Your Bank: Call or log in to your bank (e.g., ING in Amsterdam). Complete the form with transaction ID, reason, and uploads (photos, chats).
- Provisional Refund: Often within 10 working days, sometimes with a €15-25 fee.
- Investigation Phase: Banks exchange evidence; 30-90 days.
- Decision: If you win, the money stays refunded; if you lose, repay it. Appeal possible.
- Escalation: After rejection: Disputes Committee, Amsterdam District Court, or Amsterdam Police for fraud.
Example 1: Non-Delivered Laptop in Amsterdam
You buy a €900 laptop with Mastercard from a webshop. Weeks pass with no delivery via PostNL. Complaint ignored? Initiate chargeback with ABN AMRO using order and tracking details. After review: money back in your account.
Example 2: Credit Card Fraud in the City
Card details stolen for €400 in concert tickets. Report to bank and Amsterdam Police. Fraud chargeback approved in 10 days, without seller evidence.
Rights and Obligations for Chargebacks for Amsterdam Residents
Your Rights
- Refund for non-delivery, defective product, fraud, duplicate payment, or description mismatch.
- Coverage up to €30,000 (card limit).
- Free if successful.
Your Obligations
- Provide evidence: invoices, emails.
- No fraud: false claims are punishable (art. 326 Criminal Code).
- Meet deadlines: 120-540 days depending on case.
| Aspect | Chargeback | Cooling-Off (DCC art. 6:271) |
|---|---|---|
| Applies to | Credit cards only | All methods, distance sales |
| Deadline | 120 days | 14 days |
| Procedure | Bank-mediated | With seller |
| Fraud | Yes, expedited | No |
Frequently Asked Questions About Chargebacks in Amsterdam
Can I use chargeback for debit card payments?
No, only credit cards. For debit: bank procedure or direct complaint. Apple Pay? Check the underlying card. Seek advice from the Amsterdam Legal Advice Office.
How long does it take?
Provisional: 10 days. Full process: 30-90 days. Fraud is expedited.
What if it's rejected?
Appeal to bank with more evidence. Then Disputes Committee, ACM, Amsterdam Legal Advice Office, or Amsterdam District Court.
Does it apply to subscriptions?
Yes, for failing services. Cancel first via Amsterdam Municipality helplines if local.
Tips for Amsterdam Residents
- Archive Evidence: Screenshots, PostNL tracking – essential.
- Start with the Amsterdam Legal Advice Office for free advice.
- Use local police for fraud reports.
- Check Amsterdam Municipality for consumer advice.