Step-by-Step Chargeback Procedure in Den Haag
The chargeback procedure helps residents of Den Haag recover money from credit card payments in cases of non-delivered goods, fraud, or defective products. This banking mechanism provides additional protection beyond the statutory cooling-off period and is ideal for Den Haag consumers shopping online.
What Does the Chargeback Procedure Entail for Den Haag?
A chargeback, or reversal, is a dispute resolution process handled by credit card providers such as Visa, Mastercard, and American Express. Residents of Den Haag can invoke this for payment issues with purchases in physical stores or online. The bank temporarily refunds the amount while the investigation is ongoing. It is a contractual service, not a statutory right, but reliable for local shoppers.
Unlike direct complaints to the seller, the bank negotiates with the seller's bank (acquirer), making the process more efficient for residents of the Municipality of Den Haag.
Legal Basis for Chargeback in the Netherlands
Chargeback is supported by various rules relevant to Den Haag:
- Civil Code (BW), Book 6: Art. 6:230p BW addresses unauthorized debits. Art. 7:46 BW (sales) and Art. 6:271 BW (distance sales) provide the foundational rights.
- PSD2 Directive (EU 2015/2366): Mandates chargebacks for fraud (arts. 72-74), implemented via the Financial Supervision Act (Wft) in the Netherlands.
- Card Rules: Visa/Mastercard codes (e.g., 13.3 for non-delivery). Banks must comply.
ACM and DNB provide oversight. For more information, see our article on Chargeback (recovering money). In Den Haag, you can get free advice at Juridisch Loket Den Haag.
Step-by-Step Guide to Requesting a Chargeback from Den Haag
Act quickly: deadlines are often 120 days from transaction or delivery date. Follow these steps for success:
- Complain to the seller: Send evidence (receipt, emails) and allow 14 days to respond. Document everything.
- Contact your bank: Call or log in to your credit card bank. Complete the form with details, reason, and evidence (photos, chats).
- Provisional refund: Money often returned within 10 working days (fee of €15-25 possible).
- Investigation phase: Bank verifies with seller's bank; 30-90 days.
- Decision: If you win, the money stays; if you lose, repay. Appeal possible.
- Escalation: After rejection: Disputes Committee, or proceed to District Court of Den Haag. For fraud: file a police report in Den Haag.
Example 1: Non-Delivered Laptop from Den Haag Webshop
You buy a €900 laptop with Mastercard from an online store in Den Haag. After 3 weeks, no delivery via PostNL. Complaint sent (no reply), then chargeback with your bank. Evidence: order and tracking. After investigation, you get your money back.
Example 2: Credit Card Fraud in Den Haag
Card details stolen for €400 in Den Haag cinema tickets. Report immediately to bank and police in Den Haag. Chargeback approved in 10 days; fraud prioritized.
Rights and Obligations for Chargeback for Den Haag Residents
Your Rights
- Refund for non-delivery, defective product, fraud, duplicate payment, or incorrect item.
- Coverage up to €30,000 (card limit).
- No fees if successful.
Your Obligations
- Provide evidence: receipts, emails.
- No fraud: false claims are punishable (art. 326 Criminal Code).
- Meet deadlines: 120-540 days depending on case.
| Aspect | Chargeback | Withdrawal Right (Civil Code art. 6:271) |
|---|---|---|
| Applies to | Credit cards only | Any payment method, distance sales |
| Deadline | 120 days | 14 days |
| Procedure | Via bank | With seller |
| Fraud | Yes, expedited | No |
Frequently Asked Questions on Chargeback in Den Haag
Can I use chargeback for debit card payments?
No, only credit cards. For debit: bank procedure or seller. Apple Pay/Google Pay: depends on card type.
How long does it take?
Provisional: 10 working days. Investigation: 30-90 days. Fraud: expedited.
What if it's rejected?
Appeal to bank with more evidence. Then Disputes Committee, ACM, Juridisch Loket Den Haag, or district judge at District Court of Den Haag.
Does it apply to subscriptions?
Yes, for failed services (e.g., broken streaming). Cancel first.
Tips for Den Haag
- Archive evidence: Always crucial.
- Start at Juridisch Loket Den Haag for free help.
- For escalation: District Court of Den Haag or Municipality of Den Haag for consumer support.
- Choose Den Haag credit cards for local service.