The Chargeback Procedure Step by Step for Westlanders
The chargeback procedure helps Westland residents recover money from credit card payments in cases such as non-delivered goods, fraud, or defective products. This banking mechanism provides extra protection beyond the statutory cooling-off period, ideal for purchases from local greenhouse companies or online shops.
What Does the Chargeback Procedure Entail?
A chargeback, or 'refund', is a dispute resolution process handled by credit card issuers like Visa, Mastercard, and American Express. Westland consumers can invoke this for issues with payments for physical or online purchases. The bank temporarily refunds the amount during the investigation – a contractual service, not a statutory right.
Unlike a simple complaint to the seller, the bank negotiates directly with the seller's bank (acquirer), making the process more effective for residents of municipalities like Naaldwijk or Kwintsheul.
Legal Basis for Chargeback in the Netherlands
Chargeback is 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) and Art. 6:271 DCC (distance sales) provide the basic consumer rights for Westland residents.
- PSD2 Directive (EU 2015/2366): Requires banks to process chargebacks for fraud or unauthorized payments (arts. 72-74), via the Financial Supervision Act (FSA).
- Card Rules: Visa/Mastercard rules (e.g., 13.3 for non-delivery) bind banks.
ACM and DNB oversee compliance. For more info: see Chargeback in Westland.
Step-by-Step Guide to Requesting a Chargeback
Act quickly: deadline often 120 days from transaction or delivery date. Perfect for Westland growers with online orders.
- Complain to the Seller: Send complaint with evidence (receipt, emails). Allow 14 days for response. Document everything.
- Contact Your Bank: Call or log in to your bank. Complete the chargeback form with details, reason, and uploads (photos, logs).
- Provisional Refund: Often within 10 working days (fee €15-25 possible).
- Investigation Phase: Bank checks with seller's bank; 30-90 days.
- Decision: If you win, money stays refunded; if you lose, repay. Appeal possible.
- Escalation: After rejection: Westland Legal Advice Office, Disputes Committee, or Westland District Court. For fraud: police.
Example 1: Non-Delivered Greenhouse Materials
You order €800 worth of irrigation systems online with Visa from 's-Gravenzande. No delivery after two weeks. Email webshop (no response), then file chargeback with your bank. Evidence: order and PostNL tracking. After investigation: money refunded.
Example 2: Credit Card Fraud
Card details stolen, €500 spent on tools. Report to bank and Westland police. Chargeback approved in 10 days – fraud is prioritized.
Rights and Obligations in Chargeback
Your Rights as a Westlander
- Refund for non-delivery, defects, fraud, duplicates, or description mismatch.
- Coverage up to €30,000 (card limit).
- Free if successful.
Your Obligations
- Provide evidence: invoices, chats.
- No fraud: false claims are punishable (Art. 326 Dutch Criminal Code).
- Meet deadlines: 120-540 days.
| Aspect | Chargeback | Cooling-Off (DCC Art. 6:271) |
|---|---|---|
| Applies to | Credit card only | Any payment, distance sales |
| Deadline | 120 days | 14 days |
| Procedure | Bank-managed | With seller |
| Fraud | Yes, expedited | No |
FAQ: Chargeback Procedure in Westland
Can I use chargeback for debit card payments?
No, only credit cards. For debit: bank procedure or seller. Apple Pay? Check the underlying card.
How long does it take?
Provisional: 10 days. Full: 30-90 days. Fraud: expedited.
Chargeback rejected?
Appeal with more evidence. Then: Westland Legal Advice Office, Disputes Committee, ACM, or Westland District Court.
For subscriptions?
Yes, for failing services. Cancel first.
Tips for Success in Westland
- Archive Evidence: Always essential.
- Start with Municipality of Westland for consumer advice.
- Free help: Westland Legal Advice Office (Westland location).
- Use for local purchases at garden centers.