Disputes

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BANCOMAT Pay is not currently available through the disputes API.

Chargeback reasons

Bancomat chargebacks fall into five categories:

1. Failed/Incomplete/Late delivery of a good

Timeframe: 60 calendar days from purchase
Eligible conditions:
- Consumer has not received the goods
- Consumer has not received some of the goods in the shopping cart subject to purchase
- Consumer has not received the good or goods in the required times and have cancelled the purchase within the prescribed terms

2. Delivery of a non-compliant good

Timeframe: 60 calendar days from purchase
Eligible conditions:
- The good received is different from the one purchased
- The good received has significant non-conformities (e.g. color, dimensions)

3. Failed/Incomplete/Late provision of a service

Timeframe: 60 calendar days from purchase
Eligible conditions:
- Consumer has not received, in full or in part, the service purchased
- Consumer has not received the service in the required times and have cancelled the purchase within the prescribed terms
- Consumer has cancelled the purchase within the prescribed terms (e.g. cancellation of hotel booking, cancellation of travel tickets)

4. Provision of a non-compliant service

Timeframe: 60 calendar days from purchase
Eligible conditions:
- The service purchased by the consumer did not fully or partly comply with the description provided at the time of purchase

5. Non-repayment of sums in the event of return

Timeframe: N/A
Eligible conditions:
- Merchant has refused the cancellation of the transaction within the terms indicated in the purchase conditions
- Merchant has not provided the address for the return of the goods purchased or is unreachable or has refused the return, requesting methods that are different from those published at the time of purchase

Dispute process

Before a chargeback is initiated, there is a dispute process:

The consumer files a dispute through the issuer bank
PPRO receives the dispute request (as the acquirer) within 90 calendar days of the purchase
PPRO informs the PSP/merchant about the dispute via email
The merchant accepts or rejects the dispute within 15 calendar days
In the case of rejection, the merchant provides defence documents
The issuer bank decides on the dispute case
In the case of rejection the merchant provides additional defence documents
Further rejection by the issuing bank will result in Bancomat ruling on the dispute with a definitive non-contestable opinion
If the merchant loses the dispute (for example, by failing to respond) it results in a chargeback.

When to challenge a dispute

Reason to challenge	Documents
1. Failed/Incomplete/Late delivery of a good • The good subject to dispute has been delivered • All goods purchased in a single purchase have been delivered • The goods subject to dispute have been delivered in the required times or the sums have been refunded in the event of timely cancellation of the purchase	Justification of reimbursement of the payment (for example, in the event of an unavailable good or acceptance of the consumers request). Alternatively, proof of the correct action through: • Carrier delivery note, in the event of a contractual clause that assigns transport risk to the purchaser and with evidence of the contractual conditions in force at the time of the purchase. • Consumer delivery receipt if the contractual conditions in force at the time of the purchase provide for a sale with transport risk borne by the merchant.
2. Delivery of a non-compliant good • Able to demonstrate that the disputed good corresponds to the good purchased by the consumer	Proof of refund in the event the consumers complaint is accepted. Alternatively, proof of the correct action based on one of the following assumptions: • Evidence of the untimely exercise of withdrawal and late communication of the consumer. • Evidence of the good purchased compliant with the one actually received by the consumer.
3. Failed/Incomplete/Late provision of a service • The service has been provided in compliance with the methods and time scales formally stated at the time of the purchase • The service was cancelled after the terms indicated • The sums involved in the purchase have been refunded	Proof of refund in the event the consumers complaint is accepted. Alternatively, proof of the correct action through: • Document that proves the complete and timely provision of the service (e.g. log of phone top-up, hotel declaration that the customer has used the booking, booking cancellation) or untimely cancellation by the consumer.
4. Provision of a non-compliant service • The Disputed service was provided according to methods compliant with the description provided at the time of the purchase • The sums involved in the purchase have been refunded	Proof of refund in the event the consumers complaint is accepted. Alternatively, proof of the correct action based on one of the following assumptions: • Evidence of the untimely exercise of withdrawal and late communication of the consumer. • Evidence of the description of the service purchased by the consumer, which complies with the one actually provided.
5. Non-repayment of sums in the event of return • The consumer has communicated the cancellation of the transaction after the term indicated in the purchase conditions • The returns management methods conform to the conditions published on the site at the time of purchase	Proof of refund in the event the consumers complaint is accepted. Alternatively, proof of the correct action through: • Evidence of the untimely exercise of the right of withdrawal and return of the good.