If you are experiencing problems with a specific transaction, most refunds can be resolved by contacting the merchant directly, without the need of going through the dispute process. If you still need to raise a dispute, you can report it to Mollie and in some cases, we may be able to assist in claiming your money back.
Evidence related to the original purchase, contact attempts with the merchant and any other important information to support your claim will significantly help your case.
What you need to know in advance
Transaction disputes are regulated so in most cases we can’t speed up the decision of your case. For more information about the dispute process, please refer to this FAQ.
How do I get help with a specific transaction?
If you have been unsuccessful in coming to a resolution directly with the merchants, you can submit a dispute by following these steps:
- Log in to your Mollie dashboard or mobile app
- Go to the Cards page
- Select the Card from which the transaction was made
- Select the Transaction from the list of transactions
- Select Get help. You will see a list of options. Select Problem with product or service
- Follow the instructions listed and then Download form
- Fill in the downloaded pdf form
- Send the completed pdf form and supporting documentation to ba-disputes@mollie.com
Once sent, your submission will be reviewed by a member of our team, and they will contact you to confirm the further steps.
Update on an open dispute
The latest status of a dispute will be displayed in the transaction detail page. We will also keep you regularly updated via email on the latest updates of your claim.
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