In this article:

1. What is a chargeback?

2. Before requesting a chargeback

3. How to request a chargeback

4. What to expect next

5. FAQ

6. Important

1. What is a chargeback?

A chargeback is a request to reverse a transaction made with your Nexo Card when the goods or services were not delivered as expected, were faulty, were not received at all, or when the transaction was unauthorized.

Chargebacks are not the same as refunds. A refund is initiated directly by the merchant, whereas a chargeback is handled through the card network’s dispute resolution process after the customer submits a formal claim to their card issuer.

2. Before requesting a chargeback

Before initiating a chargeback, it’s essential to try resolving the issue directly with the merchant. Contacting the merchant for a refund is usually the fastest and easiest way to get your funds back, while the chargeback process is more formal and often takes longer to complete. This is also a required first step, as claims that lack evidence of communication between the buyer and the seller are typically not reviewed by the card payment network

1. Contact the merchant and explain the issue.

2. Give them a reasonable amount of time to respond or offer a resolution.

3. If the merchant refuses to provide a refund or does not respond, gather documentation or other evidence showing your attempts to reach a resolution.

3. How to request a chargeback

If the merchant does not resolve your issue and you did not receive the product or service as expected, you may request a chargeback. Please prepare the following documents:

• Proof of refund refusal – Screenshots or PDFs of your communication with the merchant clearly showing their denial or failure to assist.
• Transaction documentation – A screenshot or photo of the receipt or payment confirmation showing your Nexo Card details, transaction date, amount, and merchant name.
• Chargeback summary – A short written explanation of why you are requesting the chargeback. Include the item/service that was not delivered or was defective, and a brief description of what went wrong.

Once you have all the documents ready, contact our Client Care team via the in-app chat or through Nexo’s Help Center. Provide the required details, and Nexo’s team will assist you with the next steps.

4. What to expect next

Once your chargeback request is submitted, Nexo’s team will review the case and forward it to the card’s payment network for evaluation under its dispute rules and timelines.

• The merchant is given the opportunity to respond and either accept or contest the dispute.
• If the merchant contests it, the case may go through additional rounds of review, with the card scheme acting as the final decision-maker.
• Nexo will guide and support you throughout the process, but please note that the outcome is ultimately determined by the payment network’s dispute resolution framework.
• Resolution times can vary depending on the merchant’s response and the overall complexity of the case.

While we always aim to assist and advocate for Nexo’s clients, we cannot guarantee that every chargeback request will result in a refund.

5. FAQ

Q: How long does the chargeback process take?

A: Processing times vary, but chargebacks typically take several weeks to a few months, depending on the merchant and the card payment network’s response. Nexo will update you as the case progresses.

Q: What if I no longer have a receipt for the transaction?

A: To proceed, we need at least some form of transaction confirmation. This can include a screenshot from your Nexo transaction history, your email confirmation, or another document showing the merchant, date, amount, and card used.

Q: Can I request a chargeback for a subscription service I forgot to cancel?

A: Generally, chargebacks for recurring subscriptions are not approved unless you can show that you attempted to cancel before the payment due date and were still charged. Be sure to include any proof of cancellation attempts.

Q: Is there a deadline for submitting a chargeback?

A: Yes. Most card networks require chargeback requests to be submitted within 120 days of the original transaction. Nexo recommends acting as soon as the issue arises.

6. Important notes

• Misusing or abusing the dispute process can result in additional limitations on your account

• Provide clear documentation: Submit legible evidence (full screenshots/PDFs showing merchant name, date, amount, and last 4 digits of your card only); redact sensitive data.

• Avoid duplicate claims. If a refund is already in progress with the merchant, do not file a chargeback for the same transaction. Submitting both can delay resolution and may result in rejection.