In case of an issue with a completed card transaction that cannot be resolved through direct contact with the merchant, you can raise a transaction dispute through Mollie.
What you need to know in advance
Depending on the complexity of your case, the dispute process can take up to 12 weeks before a final resolution can be reached. We are not able to speed up a decision on your case, because the dispute process is regulated and subject to statuatory response timeframes between the parties involved, that we have to adhere to.
How does the dispute process work?
To raise a dispute, you fill out a form and submit the claim to Mollie together with the requested evidence. The more information and evidence you provide to substantiate your claim, the greater the chances that a dispute will be resolved in your favour.
Step 1: Initial Assessment
Once you have submitted your dispute, it will be reviewed and assessed by our team to determine whether your claim should be progressed.
The possible outcomes of this initial assessment:
- Initiate the dispute process - if we think your dispute has a likelihood of success based on the information provided, we will progress your claim
- Reject the dispute - if we think that your dispute would not be successful based on the information provided, or the transaction is not eligible for dispute, we will reject the dispute and you will not be refunded
- More information needed - if we think the transaction is eligible for dispute, but we miss required pieces of information or evidence, we will ask for this before we are able to progress your claim
Step 2: Merchant review
If we initiate the dispute process, the claim is raised with the merchant (in this case the seller of the good(s) or service(s) you purchased). Once this has been done, we will provide a first update within 72 hours and after that the merchant has a further 45 days to respond.
The possible outcomes of the merchant review:
- The merchant agrees or is unresponsive - your dispute is successful and you will get a refund
- The merchant disagrees - your claim will remain open and a second assessment conducted
Step 3: Second assessment
If the merchant disagrees with the dispute, they will also provide evidence to counter the claim. We will review their evidence and come to a decision as to whether to continue the claim. We will do this within 10 days.
The possible outcomes of the second assessment:
- Reject the dispute - your claim will be closed and you will not receive a refund
- Raise the claim to the merchant again - your claim will remain open and a final assessment will be conducted
Step 4: Final assessment
If the claim is sent to the merchant again for a final assessment, they will be given additional time to re-review the claim and provide a final response within 30 days.
The possible outcomes of the second assessment:
- The merchant agrees - your dispute is successful and you will get a refund
- The merchant disagrees - your claim will be reassessed and might be closed. In this case you will not receive a refund
- The claim remains unresolved - the claim is escalated to Mastercard for review, who will provide a final resolution within a further 45 days
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