I ordered from an online merchant, I paid by credit card. I did not receive the product, I want to get my money back. What is the solution?

The solution is the so-called. “Chargeback” procedure.

What is chargeback?

A form of claim that can only be used by a buyer if he has paid for a product online with a credit card but has not received the product and the merchant (website owner that selling the product) did not deal with his complaint and does not willing or not able refund the buyer.

How to initiate the chargeback process?

The process is strictly regulated both legally and by card schemes (eg VISA, Mastercard) and cannot be deviated from. The process can only be initiated at the issuer of the bank card used for payment (this can be a bank or other financial institution), not at Barion!

What is the exact process for chargeback?

1. Contact the financial institution issuing the bank card used for payment in person, by phone or electronically and report that you have a chargeback request.
2. The following data will be required to start the procedure: date of purchase, name of the merchant, number of your bank card used for payment, amount paid.
3. The claim must be justified in all cases, e.g. non-delivery of paid goods
4. The bank may also request written consultations with the merchant (order confirmation, other notices, correspondence exchanged with customer service, e-mails, chat communication, etc.).

Please note that in case of complete data, the bank administrator is obliged to accept the chargeback request. The request can only be rejected in writing, with reasons.