A Client initiating chargeback only needs to submit a request with any documents confirming his request and is not involved in the further process related to performance of reversal of the transaction amount. The Bank will use chargeback procedure to send the case for consideration to the particular Service Provider’s payments processor. The payments processor has a specified time to accept or reject the claim. If the claim is rejected it should provide information/documents confirming that the debit was correct. If the payments processor fails to reject the chargeback request within a specified period of time, the Bank shall deem the request relevant.
Chargeback procedure is carried out in keeping with deadlines stipulated in the regulations of international card organisations. The Bank shall provide information about the result of chargeback procedure having received the final position of the service provider’s payments processor.
The Client shall be informed about the decision regarding his chargeback request, in the form he defined when submitting the request, i.e. by e-mail, letter, via Millenet or texted..
If a claim is submitted regarding services provided by the Bank, the Bank shall be bound by deadlines and principles stipulated in the Act of 19 August 2011 on payment services, insofar as these services are concerned, and in the Act of 5 August 2015 on processing of claims by entities of the financial market and on the Financial Ombudsman, in case of other services.
If a chargeback request is submitted, the deadlines and principles stipulated in internal regulations of card organisations shall apply.