If you notice a card transaction that you don’t recognize, suspect it might be fraudulent, or want to dispute a charge, please act immediately. The most important first step is to suspend your card to prevent any further unauthorized use. You can do this directly in your amnis account (learn how to suspend your card).
Once your card has been suspended, you may request a chargeback if the transaction qualifies. See below for how to proceed.
How do I file a chargeback?
To request a chargeback, please complete our fraud form (available for download at the end of this article) and send it to our team at [email protected]. Please include the following:
The completed and signed fraud form
Any other relevant documentation (e.g. communication with the merchant)
It’s okay if you can’t fill in every field of the form. What matters most is that it’s clear the transaction was not authorized by you and that the form includes your signature.
Please note: Chargebacks must be requested within 15 days of the original transaction date.
What is a chargeback?
A chargeback is a reversal of a card transaction initiated by the cardholder through their card provider. It allows you to dispute a transaction you believe was unauthorized, incorrect, or fraudulent. If your case qualifies and is approved, the funds will be returned to your account.
When does it make sense to file a chargeback?
You may be eligible to file a chargeback if:
A transaction was made without your knowledge or consent (unauthorized payment)
You were charged more than once or did not receive goods/services as expected
An ATM did not dispense cash but your account was still debited
However, some cases are not eligible for chargebacks (see next section below).
Are there any exemptions or cases that are not eligible for chargebacks?
Yes. The following cases are not covered under the chargeback process:
Phishing or scam attacks
If card credentials were unknowingly shared (e.g. via fake emails, scam websites, or impersonation), liability remains with the cardholder.Card Present (CP) transactions
These are in-person payments verified via chip-and-PIN. Due to the security measures involved, chargebacks are typically not accepted unless exceptional circumstances apply.
Please note: If your card was stolen, has been blocked, a police report has been filed and transactions still occur, a chargeback may be possible. In such specific cases, please contact our support team for further assistance.NFC (contactless) payments
These low-value transactions do not require PIN verification and are not eligible for chargebacks.
If you're unsure whether your case is covered, feel free to reach out to our support team for guidance.
What does the chargeback process look like?
Suspend your card immediately
This is the most important first step to prevent any further fraudulent transactions.
Fill in and sign the fraud form
This step only applies if you do not recognize a transaction or suspect it was unauthorized. If the transaction is legitimate but you are unsatisfied with the service or goods received, please contact the merchant directly first.
Send us the completed form along with any relevant documentation
This may include:Transaction details (date, amount)
Communication with the merchant (if any)
We will review your case
If eligible, we will forward the chargeback request to our card processor.
Processing time
Please note that the chargeback process can take several weeks, depending on the case complexity and the merchant’s response time.
Important: The fraud form must be submitted within 15 calendar days of the transaction date.
What does it cost to file a chargeback?
Each chargeback request is subject to a EUR 20.00 fee, regardless of the transaction amount or outcome. For this reason, we do not recommend filing a chargeback for transactions under EUR 20.00, as the fee may exceed the disputed amount, or if you are not completely certain that the transaction was unauthorized.
In many cases, what initially appears to be fraud may turn out to be a forgotten subscription, a delayed charge, or a purchase made by a colleague or team member. If in doubt, we recommend reviewing the transaction internally before submitting the form.
Any refunded amount will be returned in EUR, based on the exchange rate at the time of refund.