A credit card transaction is not a guaranteed transaction. That is to say that the cardholder can carry out a so-called chargeback via their bank. If your consumer's bank accepts the chargeback, the money will be reclaimed.
As soon as we receive notification of a chargeback, we will notify you. Depending on the nature of the chargeback, there will be an opportunity to respond to this notification. You can always find the specific transaction as a chargeback in your Mollie account.
You are responsible for possible chargebacks. Mollie can possibly lodge an objection to the chargeback on behalf of our merchant, but only when we receive all relevant documentation, correspondence or any other necessary information within 2 days. In other words, Mollie will only act as a conduit in this matter. Any costs resulting from this objection will be for your account. When a chargeback is reversed, the chargeback costs are not waived.
There is always the possibility of a chargeback. Your consumer usually has 6 months to reclaim a transaction. Sometimes, prior to a chargeback, the consumer approaches their bank about the specific transaction. When this happens, we will notify you immediately. This is called a Copy Request. This gives you the opportunity to contact your consumer to clarify any ambiguity and prevent an actual chargeback.
However, if your consumer insists on reclaiming the transaction, you will have to pay chargeback costs. These costs amount to € 19 ex. VAT.