How to choose the right dispute reason

A chargeback can recover your money when a purchase fails, but Mastercard accepts disputes only when the reason matches the proof. 

Use this guide to find the chargeback reason that fits your situation.

When to use this reason

Use this if you paid but never received the goods or service. If no delivery date was specified, wait 30 days from the transaction date before disputing. When chargeback does not apply

• You missed a flight and couldn’t use related services
• You didn’t meet rental pickup requirements
• Goods are held in customs due to unpaid duties
• You refused delivery

In these cases, the merchant fulfilled their obligation. Required documents

• Order confirmation (with delivery date if available)
 OR
• Detailed description of what was ordered
• Proof you contacted the merchant

When to use this reason Only if there’s a clear and measurable difference between what you ordered and what you received. Examples:

• You ordered shoes but received sunglasses.
• The item arrived damaged or non-functional immediately upon delivery.

When NOT to use this reason We cannot open a dispute based on personal opinion or dissatisfaction with the product. Important: Warranty vs. chargeback If the product worked at first but developed a fault later, this is a warranty claim — not a chargeback case. In this situation, contact the retailer or manufacturer directly. Required documents

• Full order confirmation
• Photo of the wrong item or a clear explanation of the defect
• Proof you contacted the merchant
• Proof of return and receipt by merchant
 OR confirmation item is ready for pickup
 OR certificate confirming counterfeit goods

When to use this reason

• Same merchant
• Same amount
• Same date
• Same purchase
• No error message shown

This reason does not apply if:

• you saw an error message and paid again. In this case, use: “The payment failed”
• you used another payment method after a failed message. In this case, use: “I used a different payment method”

Required documents

• Order confirmation
• Purchase receipt, if available

When to use this reason

• You received an error message like “Transaction Failed” but were charged
• You repeated a payment because it appeared to fail, and both transactions were processed

When chargeback may not apply This may not apply to in-store transactions where your card was physically presented and read. Required documents

• Screenshot of error message
• Confirmation from merchant that payment failed
• Proof merchant asked you to contact your bank

When to use this reason Use this if you paid successfully using another method, but your N26 card was also charged. Alternative methods include:

• Cash
• Another card
• Bank transfer
• PayPal, Klarna, or similar
• Voucher or gift card

Required documents

• Proof of alternative payment
• Proof you contacted the merchant

When to use this reason

• You were overcharged due to a currency conversion error
• You were not clearly informed about currency exchange options

Dispute only the incorrect portion — not the full amount. This reason does not apply if:

• you accepted Dynamic Currency Conversion (DCC) at an ATM
• you agreed to the exchange rate
• you confirmed the payment using 3D Secure, Apple Pay, or Google Pay

For ATM withdrawals abroad, always select to be charged in local currency to use our exchange rate. Required documents

• Invoice or receipt showing amount and currency
• Proof you contacted the merchant

When to use this reason Use this if the amount charged differs from what you authorized or what appears on your receipt. Dispute only the incorrect portion — not the full amount. When chargeback may not apply

• The transaction was authorized accidentally
• The payment was confirmed with 3D Secure, Apple Pay, or Google Pay

Required documents

• Invoice showing correct amount
• Proof you contacted the merchant

When to use this reason

• The merchant confirmed a refund
• You have not received it

Wait 15 calendar days from refund confirmation before disputing. Required documents

• Purchase receipt
• Written confirmation of refund amount
• Proof you contacted the merchant

When to use this reason

• You canceled according to the merchant’s policy
• You returned the item
• The refund was not processed

When chargeback does NOT apply

• As a way to cancel an active subscription
• As a replacement for travel insurance
• For non-refundable services
• If the service was available but you couldn’t use it

We cannot interpret or negotiate third-party cancellation terms for you. Required documents

• Order confirmation
• Proof of cancellation with visible date
• Merchant cancellation terms
• Proof you contacted the merchant

Before opening a dispute:

1. Contact the merchant first.
2. Collect all required documents, ideally in PDF format.
3. Make sure your situation matches the correct category above.

Choosing the correct dispute reason increases your chance of a successful chargeback.