Chargebacks are a last resort when a dispute takes place between you and the merchant. Before asking for a chargeback, you should always first try to contact the merchant. Contacting the retailer directly can speed up the resolution. Please note that we can only issue one chargeback per transaction.
In short:
- Visa sets the rules under which a chargeback can be raised, including chargeback timeframes.
- Visa requires proof that you tried to contact the merchant in order to raise the chargeback. This is especially important for non-fraud cases.
- To speed up the process and improve the chances of a successful chargeback, make sure you provide all relevant information when submitting your claim. This may include receipts, order confirmations, email exchanges with merchants, external expert opinions (in case of counterfeit products), or a police report in case of criminal activity.
- Please note that there is no guarantee that we can get your money back through the chargeback process, even with evidence. However, submitting quality information improves your chances of a positive outcome, or at least allows us to inform you quickly if the case is found to be invalid for any reason.
How the process works:
1. Review your submission: When you submit a dispute to us through the chargeback form, we first review your submission to make sure we have everything needed to get your money back. This should take up to 3 days.
2. Submit a dispute: Once our review is complete and a chargeback is possible, we’ll raise a chargeback for your case. A chargeback involves Trade Republic asking the merchant for a refund for your transactions through a formal process defined by Visa. We’ll send all the information you give us to the merchant to prove that you were charged incorrectly. In the event your case does not meet the criteria set within Visa’s rules, we will unfortunately not be able to submit a chargeback request.
3. Wait for a decision: Once raised, the merchant has between 30 and 90 days to provide you with a final decision, although in some extreme cases it might take longer when the case ends up in the arbitration cycle. The entire process from when you first raise your submission with Trade Republic to a final decision can take up to 18-20 weeks, with average being around 8 weeks. Unfortunately, we cannot speed the chargeback process up.
4. Get the outcome: We’ll give you updates via email on how your chargeback is progressing. If the merchant accepts your claim, you'll be automatically refunded to your cash balance. If the merchant rejects your claim, we may ask for more information to assess if we can continue the chargeback.